Duckie (YC W24)

We're thrilled to welcome a new Duckling to the team - Daniel Kong! 🐣 Daniel recently graduated with a degree in AI from UCLA, bringing fresh insights and energy to the team. We're beyond excited to have you join the Duckie (YC W24) crew. Looking forward to all the incredible things you'll create with us!

The Future of Customer Support is Here: Top AI Trends Transforming CX in 2025 In 2025, we're way past chatbots that give robotic responses. Now we're talking about AI that: 🔅 Moving beyond automation to create deeply personalized support experiences 🔅 Acting autonomously to solve complex issues end-to-end 🔅 Has emotional intelligence that make it feels almost... human? 🔅 ... And more! In the coming year, AI will move beyond just helping answering questions faster. It will help creating support experiences that actually make customers feel understood - not just processed. Dive into our latest breakdown of AI customer experience trends and tools: https://lnkd.in/epC5X7db 📣 I'm opening up FREE consultation slots for personalized AI customer support tooling recommendations. I'll help you find the right AI support tools tailored specifically to your use case. DM me to set up calls :) #CustomerExperience #customersupport #ai #cx

even our snacks are yellow.

Introducing - Duckie (YC W24) as a support assistant for dev tool companies, solving support issues for your technical users. Developer-focused products are quite complex - learning all the use cases of a technical product takes time, for both users and internal support teams. Besides, in high-growth mode, providing one-on-one support to every user just isn’t scalable. That’s where Duckie (YC W24) 🐥 comes in. With Duckie, developers find answers faster, resulting in fewer support tickets, quicker resolutions, and faster product adoption. Duckie connects to your knowledge sources - like technical documentation, GitHub, and past tickets - and delivers contextual help through a conversational agent in Slack, Discord, Zendesk, or directly on your website. The outcome - a better experience for developers, increased productivity for support teams, and more time for tackling complex issues. I'm so excited for you to try this! Book a demo with me to up your support game today! :D

As a founder, one thing I don’t see talked about enough is how to do founder-led customer support right. In early stages, we want to handle support ourselves to stay as close to customers as possible. But how do we ensure all issues get resolved when juggling 20+ threads? What metrics should we track, and what should each one inform us? How can we build proactive support for customers, and when’s the right time to bring on the first support hire? These were the questions I had, and I struggled to find solid resources—so I interviewed leaders in the space: Lindsey LeFaivre, Dwayne Grant, and James Green and compiled this guide for founder-led support to help fellow founders. If you have thoughts or ideas, I’d also love to hear! https://lnkd.in/eznbvpMG #customersupport #customersuccess #startup #yc

Ever wondered how we handle customer queries at Duckie (YC W24)? 🐣 In this video, I’m gonna show how I used Duckie's Support Copilot to solve a real support issue. Duckie - quickly finds answers from our product knowledge base - pulls info from previous chats and tickets - and even provides engineering updates It helps the support team deliver a well-rounded, informed response to customers quickly, by keeping them up to date on all the product changes. 😊 Want to experience the future of customer support? I'm so excited for you to try it out! #CustomerSupport #AI

Let's cut through the hype and talk about AI in B2B customer support. As a founder in this space, I've seen a lot of misconceptions. So, let's get real for a moment. If you're expecting AI to completely automate your B2B support, I hate to burst your bubble, it ain't happening anytime soon - and that’s actually a good thing. Here's why. #customersupport #cx #aicustomersupport #aicustomerservice #b2b #saas

I will be at SaaStr this week and would love to meet up with my connections irl! DM me/comment if you’re going to be there! 😊 #saastr

Investor: why is your burn so high Me: because these tiny stickers cost me $150 in nyc #aliexpress

Customer support in B2B SaaS companies is difficult in unique ways. With 100+ hours of user feedback sessions with our B2B customers at Duckie (YC W24), here are the unique challenges I've learned (article: https://lnkd.in/egaA55v5): 1. An emphasis on tech support In B2B SaaS, we are not just dealing with simple queries like password resets. Issues are often complex, involving customer-specific concerns, edge cases, and even system bugs, making tech support crucial - and it's a tough job! Learning: How to assist with technical investigation to help tech support engineers troubleshoot faster? 2. Multiple teams involved in solving an issue The complexity of issues also mean that the support team often needs to escalate to product and engineering teams to learn the latest product changes. Learning: How to give the support team fast access to up-to-date product knowledge without relying on internal teams? 3. Human touch is valued over self-served support Due to each customer' unique cases and larger contracts, personalized support is crucial and also helps foster long-term relationships. Self-service is less focused on. Learning: How to use automation that doesn't interrupt human communication while boosting efficiency? 4. Support requests are closely tied to product prioritization Support requests provide direct insight into what customers need. If a customer has a contract size of $100k, you are gonna wanna listen to what they are asking for. Learning: How to provide real-time customer insights from the support requests? 5. Slack as support channels Many B2B companies use dedicated Slack channels for each customer, but tracking and context switching become nightmare as they scale. Learning: How to aggregate and track Slack support requests easily? 6. Focus on getting the right answer rather than a fast one B2B customers care more about getting the right answer in one go rather than merely a fast response. Learning: How to gather customer context effectively to reduce the back-and-forth? There's a will (or need), there's a way. The good thing is that AI is providing real solutions for each challenge. Check out the article to see your options! P.S. If you want to bounce ideas on cs, let’s chat: https://lnkd.in/eQ85pHFi 🐣💛 #customersupport #customersuccess #ai #b2b #saas #ycombinator