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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

#41

Post by dpratt »

thomastjeffery wrote: post #35

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 "f…

The fact that you cannot configure or control Slackbot in any way is a _huge_ hole in the Slack feature set. You can't even mute it - I cannot say how many times I've been interrupted by a useless notification from Slackbot.

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

#42

Post by hrpnk »

The page with stats looks neat!

This system could work for any chatops style of work (Slack, Teams, GChat), incl. within the company where team A supports teams B-Z. The plethora of unmanaged threads is like a parasite and team A does not realize how much support work they really do as chat threads are just threads with 0 stats. Being able to mark ongoing/finished/stalled threads and create tickets/new issues out of these is highly valuable for managers of chat-support teams.

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

#44

Post by bachonk »

hrpnk wrote: post #42

The page with stats looks neat! This system could work for any chatops style of work (Slack, Teams, GChat), incl. within the company where team A supports teams B-Z. The plethora of unmanaged threads is like a parasite and team A does not realize how much support work they really do as chat threads are just threads with 0 stats. Being able to mark ongoing/finished/stalled threads and create tickets/new issues out of…

Yeah totally true. And a lot of times, team members put a lot of time into answering questions but there's no way to track their effort that's equivalent to PRs in GitHub for example.

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

#45

Post by orliesaurus »

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?

sure for simple searches but you can't do things as easy as:

> +term "exact term" in:#channel1,#channel2 filter:reaction1 OR +term2 "required term" in:#channel1,#channel2 filter:reaction1

another concrete example I just ran:

> "my-store" in:#general

is gonna return 3 correct results and then a bunch of gibberish although I specifically requested for the exact term "my-store"

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

#47

Post by rtpg »

orliesaurus wrote: post #45
radres wrote: post #38

Earlier quoted context omitted.

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

sure for simple searches but you can't do things as easy as: > +term "exact term" in:#channel1,#channel2 filter:reaction1 OR +term2 "required term" in:#channel1,#channel2 filter:reaction1 another concrete example I just ran: > "my-store" in:#general is gonna return 3 correct results and then a bunch of gibberish although I specifically requested for the exact term "my-store"

To be fair the first one can't be done in one query but can be done in a handful of queries right?

Now I was never in a huge huge CX environment but internally we had a thing that was like Unthread and things were findable. Ultimately this was because people were serious about typing out things so you always had multiple axes to find things (and general policy of "write out the username to identify people" etc.)

Tools should help, but it's a combo of tools and a culture of regularity that really gets people to be performant and gets away from the "digging endlessly for that one convo" flow.

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

#48

Post by parkerhiggins »

rebyn wrote: post #39

Silly ask but is this similar to Atlassian Assist? https://marketplace.atlassian.com/apps/1220442/atlassian-ass...

Not a silly ask. I’ve seen B2B Success Teams be very successful setting up a private channel for clients and using Atlassian Assist.

This feature isn’t marketed by Atlassian. It Jira Service Desk provides the “backend” to the support experience, providing private comments, threads, the ability to merge multiple conversations that pop up in Slack, and link up support requests to active development in Jira.

The only downside is I believe JSM is limited to 5000 external users. Not a huge issue for B2B Success. Considering a external user is only created when a support request via the :ticket: emoji is used.

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

#50

Post by [deleted] »

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.

[deleted]
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