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Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

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91–100 of 112 posts

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#91

I'm starting to feel some sorta way about open-core model as more of a marketing mechanism for lead gen. I can't put my finger on it and I'm not saying it's bad. It just kind of feels like it's like a free-trial that appeals to engineers, that helps jumpstart your marketing funnel top-end. I'd love to hear Richard Stallman rant about this...he'd probably find a way to articulate, more elegantly, what I'm feeling.

I like to think of open source as solving a real problem for people and saving them a lot of time for free, otherwise they wouldn't use it. This often does have the effect of creating demand for complementary services that solve even more problems and save even more time, or even opening up whole new markets like Docker did with LXC.

Anyone considering the addition of open source to their stack should also consider the downsides such as cost of fork and technological lock-in in addition to the benefits, and based on the rapid adoption of open source over the past decade I'd say it's a pretty good trade-off in a lot of cases.

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#92
post #81

You know what I don't get about website live chat buttons like Intercom? The fact that you need to stay on the website to continue the conversation. Why not just provide a link to open a conversation in existing channels, like email, Twitter, Telegram, WhatsApp, etc.? That way the customer can choose whichever channel they already have or prefer, and the conversation continues seamlessly after they've left your websi…

There are companies that do this. Example: https://www.messagebird.com/en/

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#93
post #81

You know what I don't get about website live chat buttons like Intercom? The fact that you need to stay on the website to continue the conversation. Why not just provide a link to open a conversation in existing channels, like email, Twitter, Telegram, WhatsApp, etc.? That way the customer can choose whichever channel they already have or prefer, and the conversation continues seamlessly after they've left your websi…

Intercom made its valuation because they are used to track engagement/etc, the chat widget is just the trojan horse.

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#95
This looks really useful. I sell custom 3D printed jewelry mostly on Etsy but I’ve been hoping to move to my own website. A large number of my customers like to chat with me on Etsy before buying so I’m hoping if I install this I can replicate that on my own website.

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#96
post #94

YC backs another open source alternative to intercom with papercups: https://news.ycombinator.com/item?id=24133719 That was backed last year. Isn't there some conflict from the investor when the companies are so similar?

I’m guessing it’s a hedge in case one fails

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#97
post #81

You know what I don't get about website live chat buttons like Intercom? The fact that you need to stay on the website to continue the conversation. Why not just provide a link to open a conversation in existing channels, like email, Twitter, Telegram, WhatsApp, etc.? That way the customer can choose whichever channel they already have or prefer, and the conversation continues seamlessly after they've left your websi…

We used to use kayako.com which switches from online to email chat, but they've since updated their pricing and screwed us around a bit so we've left them.

Now we've switched to chatra.io, and this does the same and the price seems fair.

Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

#98
post #94

YC backs another open source alternative to intercom with papercups: https://news.ycombinator.com/item?id=24133719 That was backed last year. Isn't there some conflict from the investor when the companies are so similar?

Alex from Papercups here :)

My guess is partially what vardaro mentioned (to hedge their bets), and partially because the space is really, really "wide" (not sure if that's the right word) in the sense that products like this could go in a million different directions... for example: email marketing, CRM, session reply, chatbots, etc. etc.

That's to say, even though Papercups and Chatwoot seem pretty similar at the moment, I wouldn't be surprised if that changes quite a bit in a year or so!

(Also it's no secret that YC invests in a ton of similar companies :P e.g. our batch alone had at least three video conferencing companies iirc.)

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