Meet Plain, a brand new startup that desires to reinvent assist instruments. Whereas the client assist house is a aggressive trade with massive tech corporations like Intercom and Zendesk, Plain believes it has a distinct method because it focuses on API integrations to make your organization’s product and your assist platform work hand in hand.
Plain has raised a $6 million seed spherical co-led by Join Ventures and Index Ventures. Many enterprise angels additionally participated within the spherical, comparable to Soleio, Allison Pickens, Nicolas Dessaigne, Matt Robinson, Mike Hudack and Zack Kanter.
Based on Plain, an enormous situation for buyer assist brokers is that there’s a disconnect between merchandise and assist tickets. They typically should travel between a number of backend instruments. Even when there are some integrations in place to sync knowledge between the assist instrument and product knowledge, info is often out of sync because it isn’t fetched in actual time.
Whereas massive buyer assist platforms provide APIs and numerous customization choices, improvement groups typically have totally different priorities and may’t spend an excessive amount of time on inner instruments. That’s significantly true for assist instruments as they don’t typically work together with these instruments straight.
Plain’s API technique works in each instructions. First, Plain can present reside buyer knowledge in Plain straight. It makes calls to the backend to get related info, comparable to a subscription standing, the identify of the present plan, some utilization metrics, and so on. Knowledge is cached and deleted after some time. In case you return to an previous ticket, Plain fetches reside knowledge as soon as once more.
Second, Plain is extremely customizable in relation to integrating assist actions in your product. It doesn’t should be a chat popup within the backside proper nook of the web site. Builders can customise the person interface and create new interactions, comparable to early entry requests, product suggestions options and native contact varieties.
The startup has been attempting to make it as painless as potential to begin utilizing Plain. The concept is that it shouldn’t decelerate improvement groups. The corporate thinks getting began with Plain is as straightforward as constructing a Slackbot.
“The elemental drawback we’re fixing is context: Plain affords a single supply of reality for buyer interactions, powered by corporations’ personal methods and knowledge – so when somebody will get in contact with an issue, the corporate instantly is aware of who they’re, what their order is, what’s occurred to this point – and may resolve it in a single click on,” co-founder and CEO Simon Rohrbach mentioned in an announcement.
Plain doesn’t have the identical observe document and integration ecosystem as Intercom and Zendesk. However its API-first technique is an fascinating one, particularly if you’re a startup constructing a contemporary product with numerous API endpoints.