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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

#31

Post by treis »

bachonk wrote: post #23
jeremy_k wrote: post #22

Any thoughts on building a widget for on-site issues? I could see our company adopting this right away as we're heavy users of Slack connect to interface with our customers. We migrated from Intercom to FreshDesk and our current workflow in Slack is very reactive where a customer brings up an issue and a ticket is created later. However we do still get some tickets created from the on-site widget and it might be a no…

This is our #1 priority right now and are actively building it. We still have an Intercom widget on our dashboard just in case, and can't wait to replace it. If you sign up, I can let you know when this is closer to being live (and you can share some feedback on an early prototype)

This is what I meant by my other post. It's been a minute since I've been in the CX space but when I was there all the cool kids were talking about seamless multi-channel support. The idea being that a customer could start a ticket by Tweeting, calling, web chat, app, e-mail, website form, or whatever. The CX rep has a unified view of all this communication and can respond on the customer's platform of choice.

So your image of Unthread => Other apps is the reverse of where the industry is going. You need the other direction where any number of channels get funneled into Unthread.

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#32

Post by bachonk »

orliesaurus wrote: post #29

I think this is a good idea for very small teams but for someone who has used and set up: - Shared Gmail accounts - Front App - Zendesk - Streak for Gmail to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale! Here's why. When you do customer success, you usually have to have multiple people in the team handling a customer ticket. You need to be abl…

Curious to hear – what would make Slack search work better for you?

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#33

Post by autotune »

orliesaurus wrote: post #29

I think this is a good idea for very small teams but for someone who has used and set up: - Shared Gmail accounts - Front App - Zendesk - Streak for Gmail to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale! Here's why. When you do customer success, you usually have to have multiple people in the team handling a customer ticket. You need to be abl…

I live in Texas, my A/C broke twice last year. Worst two days out of the year, had to get a hotel room to deal with it until the maint staff fixed it.

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#34

Post by orliesaurus »

bachonk wrote: post #32
orliesaurus wrote: post #29

I think this is a good idea for very small teams but for someone who has used and set up: - Shared Gmail accounts - Front App - Zendesk - Streak for Gmail to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale! Here's why. When you do customer success, you usually have to have multiple people in the team handling a customer ticket. You need to be abl…

Curious to hear – what would make Slack search work better for you?

My number one pain in the butt with Slack search is the fact that "advanced" operators or "advanced search" suck.

And I am not talking about the ui: there are multiple interfaces to filter/refine your search instead of being in a single localized page; additionally it would be better to be able to modify your search and view the results side by side, so that you immediately figure out if your new search params are better than the previous ones without having to go through a couple of clicks..

I am so surprised that no one has came up with better search in Slack in so many years, I could literally come up with a better search spec in less than a month - given search is something that is used AT LEAST once a day by people in our org

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#35

Post by thomastjeffery »

Once upon a time, I did customer support at a growing startup. The company had a system where each support ticket was tracked in SalesForce with a specific ID. In slack, a new thread would be spawned with that ID in the title. When we closed the support ticket, we would archive the slack thread.

And slackbot would dutifully notify every participant that the thread was archived. And there was no way to disable that "feature", even after talking to Slack's customer support about it.

And it drove me insane.

I had to have slack notifications work, because that was the primary method of communication for my workplace. And my notification stream was being constantly polluted by slackbot!

---

The lesson here? Let your users change their fucking settings!

Why is this so hard to understand? You can't decide how a company is going to use/abuse your product, and the employee working at that company probably can't either. So let them configure your product!!

Especially when it comes to notifications. Every app that makes a notification should provide settings to disable them at a bare minimum. How did we get so bad at this? It's fucking obvious, isn't it? Don't you hate having your life get interrupted by some bullshit notification you can't disable? How are you OK with doing that to anyone else?

Yet somehow this is the norm. Very few sms apps let you mute group texts. My Samsung phone buzzes at me in the middle of the night to let me know it disabled some unused apps. And I can't even disable that notification! How did anyone let that shit fly through QA?

---

Anyway, sorry for getting so upset in public. It's been years, and I'm still not over it.

Notifications suck hard, right in your face, and it's for no good reason in the first place. I'm tired. Aren't you?

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#36

Post by paxys »

commitpizza wrote: post #6

Seems nice but I would be afraid of basing my business on another product. If successful, there is nothing to say that Slack wouldn't simply copy the functionality and launching their own feature. Happens all the time with these popular services within other popular services.

That's not as much of a risk as people make it out to be. Being successful is a good thing, even if you are dependent on another platform. As long as you are adding something of value, you are more likely to get bought out by Slack than get ripped off by them.

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#38

Post by radres »

orliesaurus wrote: post #29

I think this is a good idea for very small teams but for someone who has used and set up: - Shared Gmail accounts - Front App - Zendesk - Streak for Gmail to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale! Here's why. When you do customer success, you usually have to have multiple people in the team handling a customer ticket. You need to be abl…

What's wrong with slack search? I generally can find what I am looking for?

Re: Launch HN: Unthread (YC S22) – Customer support, entirely within Slack

#40

Post by blowski »

radres wrote: post #38
orliesaurus wrote: post #29

I think this is a good idea for very small teams but for someone who has used and set up: - Shared Gmail accounts - Front App - Zendesk - Streak for Gmail to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale! Here's why. When you do customer success, you usually have to have multiple people in the team handling a customer ticket. You need to be abl…

What's wrong with slack search? I generally can find what I am looking for?

It would be nice if it understood natural search. For example, “messages Dave sent to me privately last week including a URL”. But on the whole, it works well enough as is.
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