Meet Plain, a brand new startup that wishes to reinvent help instruments. Whereas the client help area is a aggressive business with massive tech corporations like Intercom and Zendesk, Plain believes it has a special method because it focuses on API integrations to make your organization’s product and your help 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, resembling Soleio, Allison Pickens, Nicolas Dessaigne, Matt Robinson, Mike Hudack and Zack Kanter.
In accordance with Plain, an enormous situation for buyer help brokers is that there’s a disconnect between merchandise and help tickets. They usually need to travel between a number of backend instruments. Even when there are some integrations in place to sync knowledge between the help software and product knowledge, data is normally out of sync because it isn’t fetched in actual time.
Whereas massive buyer help platforms supply APIs and numerous customization choices, improvement groups usually have totally different priorities and might’t spend an excessive amount of time on inner instruments. That’s significantly true for help instruments as they don’t usually work together with these instruments instantly.
Plain’s API technique works in each instructions. First, Plain can present stay buyer knowledge in Plain instantly. It makes calls to the backend to get related data, resembling a subscription standing, the title 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 stay knowledge as soon as once more.
Second, Plain is extremely customizable in the case of integrating help actions in your product. It doesn’t need to be a chat popup within the bottom-right nook of the web site. Builders can customise the person interface and create new interactions, resembling early entry requests, product suggestions options and native contact kinds.
The startup has been attempting to make it as painless as attainable to start out utilizing Plain. The thought 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 provides a single supply of fact for buyer interactions, powered by corporations’ personal programs 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 up to now – and might resolve it in a single click on,” co-founder and CEO Simon Rohrbach stated in a press release.
Plain doesn’t have the identical monitor document and integration ecosystem as Intercom and Zendesk. However its API-first technique is an attention-grabbing one, particularly if you’re a startup constructing a contemporary product with numerous API endpoints.