Great product. Once we have more clients, I would totally love to use your product. We find Slack is the best to work with other teams.
Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
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Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#12Very cool product and demo — congrats Tom! I’d love to hear your thoughts about customer success moving to Slack generally. What businesses are your clients, mostly? Is unthread a good fit for B2B companies with high ACV?
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#13Great product. Once we have more clients, I would totally love to use your product. We find Slack is the best to work with other teams.
same thought over here - love the product only problem I have is that there is no way for me to 'grow in to' unthread unless I'm a larger company from the start. Would love a freemium tier for the little guys, but also get why at this stage you might not have it :)
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#14Lovely idea! We use Slack for CX - per-customer channels. I think one of our concerns with this approach is the fact that it doesn't feel scalable, especially when it comes to locating knowledge/experience around similar support queries/cases. I was wondering about your thoughts on that front?
Our goal is to make it scalable! With the Slack Inbox and the auto-assignments, you could literally mute all of your customer channels and still stay on top of everything. Our largest customer right now has >700 Slack Connect channels
Now I'm psyched to try this out.
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#15Love the idea of managing support tickets via Slack threads!
- Is there a workflow to use this for a support@ email inbox? (& which pricing tier is that a part of?)
- Is there support for customizing an auto-response to those emails?
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#16Love the idea of managing support tickets via Slack threads! - Is there a workflow to use this for a support@ email inbox? (& which pricing tier is that a part of?) - Is there support for customizing an auto-response to those emails?
Woot!
– Yes there is. This is available for any tier
– We currently have auto-responses for Slack messages. Auto-responses for emails is on the way!
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#17Congrats on the launch!
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#18Very cool product and demo — congrats Tom! I’d love to hear your thoughts about customer success moving to Slack generally. What businesses are your clients, mostly? Is unthread a good fit for B2B companies with high ACV?
High ACV B2B is right on. The most common customer use-cases that we've been seeing:
– Devtool SaaS (engineers want to debug over Slack)
– High-touch SaaS (software with a strong services component, like tax software)
– Agencies (sales & marketing agencies use Slack as primary ticketings/comms platform)
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#19This is really awesome! A couple questions.
1. Does the customer have to auth the bot at all?
2. What permissions does it need?
3. How's your infosec policy? Have you gone through a SOC2 yet?
4. What about Teams?
5. What about single channel guests (our workspace and theirs)?
Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack
#20This is really awesome! A couple questions. 1. Does the customer have to auth the bot at all? 2. What permissions does it need? 3. How's your infosec policy? Have you gone through a SOC2 yet? 4. What about Teams? 5. What about single channel guests (our workspace and theirs)?
Solid batch of questions!
1. No they do not
2. We require quite a few permissions, but they're all deliberate and we only use what's absolutely necessary. We laid out some detail here: https://unthread-help.notion.site/Connecting-to-Slack-36a42b...
3. Because this derived from a previous enterprise SaaS app, our infosec policies are nicely buttoned up. Going through the fun of SOC2 now :)
4. It's coming! The first thing we're building is a relay so you can use Slack to talk to customers in Teams. Down the road, we'll consider building the same inbox functionality native to Teams, but we're waiting to see demand first.
5. Yes this works! You can even treat your team members as customers for internal ticketing systems (like IT or HR requests).