Unthread helps companies to scale up support on Slack. We automatically track new conversations, tag & prioritize them, and can generate or suggest responses with AI.
@mwseibel thanks for hunting us!
🤠 Howdy PH!
Super excited to be sharing Unthread – AI-powered customer support built directly into Slack.
About a year go, Jake and I started building a way for companies to better support their customers over Slack channels instead of email. We launched a Slack support inbox, which helped humans to assign, track, and escalate requests.
Then came the wave of chatbots. So many chatbots. They promised to scale up support, but left customers feeling like they were relegated to talking to someone's hacky weekend side project rather than a dedicated rep who could actually solve their problems. We knew there was massive potential for AI to scale customer support, but we needed to take a different approach.
🎶 Are we human, or are we chatbot? 🎶
We wanted to build the best of human- and AI-enabled support to provide the best support experience for customers. We also wanted to wrap it all in a chat interface that people already use every day. We launched Unthread to give teams:
📥 A unified inbox of requests from Slack, email, or our own embeddable in-app chat widget
✨ AI-automated categorization and prioritization of requests
🤖 Rules when AI should respond directly vs. when AI should suggest response to human reps
📊 Analytics on SLAs, response times, AI accuracy, frequent customer issues, and more
Everyone's support process is different, so we're excited to hear how you can use Unthread to give your support teams superpowers. When you sign up at unthread.io, you'll choose a demo slot with our team, and instantly get access to a free account for 14 days to try it out! (Oh also 50% off a paid plan with the PHLAUNCH code 😉)
@bachonk and the rest of the unthread team have been incredible partners. we love using the new AI features, they certainly save a lot of time when it comes to reporting. we are excited to continue to leverage these features to streamlining q&a!
When I started at my most recent company, I came in trying to grow our support to scale as the company grows. My first order of business was to set up a proper support tool instead of just having customers in Slack.
I spent some time with our customers and found out they loved using Slack, and I'd be doing a disservice moving to a standard ticketing platform and taking Slack away. We tried doing a manual "make tickets in a ticketing platform for each customer request in Slack," but that quickly became a burden, and we stopped.
Our CTO happened to find Unthread as an option. I did a demo and trial, then quickly fell in love. The product is excellent for tracking issues and ensuring we follow up with customers. The hardest part has been training some non-Slack users to reply in threads, but that was a fight I needed to fight anyway.
Unthread has been incredibly useful as we scale our slack support! Before it was so easy to miss messages and have no insight into trends but Unthread makes it super super easy to keep track. Highly recommend!
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