Plain

If you've not started to think about how you'll manage your B2B support over the holidays – now is the time. Make sure to: 📣 Set expectations early, so your customers know what level of support you'll provide over the holidays ✨ Automate what you can (with rule engines, AI responses, and conditional auto-responses) 💥 Communicate a clear path to escalation for P0 issues so they can get help when they run into a blocking issue 💥 Be OK with letting non-P0s take a little bit longer 🧘 Actually plan all this in advance, so your team gets a well-deserved rest Check out our latest blog post (🔗 in comments) to learn how we're managing support over the holidays – giving ourselves as much rest as we can so we're ready and rested for a huge 2025 🚀

Stoked to have the Raycast team onboard 🚀

Very excited to share that Plain has recently started powering support for Raycast. Our entire team uses and loves Raycast, so we're thrilled to get to work with their awesome support team!

Nothing makes us happier than seeing a customers super fast FRT 🚀

Check out this video from our co-founder and CEO Simon Rohrbach to learn how you can customize our chat widget with your own logo, colours, form fields, and more ⬇️

If you've not started to think about how you'll manage your B2B support over the holidays – now is the time. Make sure to: 📣 Set expectations early, so your customers know what level of support you'll provide over the holidays ✨ Automate what you can (with rule engines, AI responses, and conditional auto-responses) 💥 Communicate a clear path to escalation for P0 issues so they can get help when they run into a blocking issue 💥 Be OK with letting non-P0s take a little bit longer 🧘 Actually plan all this in advance, so your team gets a well-deserved rest Check out our latest blog post (🔗 in comments) to learn how we're managing support over the holidays – giving ourselves as much rest as we can so we're ready and rested for a huge 2025 🚀

Announcing: Team reporting 📊 Workspace owners and admins can now drill-down into the performance of their individual team members, viewing: 🚀 Median FRT per member 🏎️ Median NRT per member 🤝 Median resolution time per member 🎫 Number of threads assigned to each team member Check out our changelog in the comments for full details on today's launch 🔗

🚨 We're missing important customer messages in Slack. 👻 We don't want to rely on third party plugins to meet our customers in their preferred channels. 💥 We're not delivering the level of customer service that we want to. Any of these sound familiar for your B2B support team? Learn why Kinde migrated from Intercom to Plain – leading to a 40% improvement in their FRTs, and fully consolidated support channels. 🚀 🔗 Link to case study in the comments below.

Humans of Support 0️⃣3️⃣6️⃣ Behind every support ticket is a person. Every Friday, we feature someone in support who inspires us. Today, we're featuring Lauren Michelle Ford, Customer Support Operations at Air. Here's her story 👇 ✨ What inspired you to pursue a career in support? I was inspired by my dad to pursue a career in support. I was spurred by the opportunity to make a person feel special, the chance to learn everything I could possibly know about the product I supported, and the stamina to do it all from the front of house representing the business that I work for. 💕 What do you love about it? I love being this linchpin between the customer and the business. There are few greater thrills than the moment that I finish my sentence and a lightbulb goes off for the person I’m helping. In the same vein, my customers are often my greatest teachers. They help me to see into their work from a perspective I wouldn’t have otherwise. 📣 Who’s someone you learned a lot from, and what did you learn from them? My dad has spent his entire adult career in the customer support business to some degree and taught me everything I know about how to do this job. Under his tutelage, I learned the value of treating people with kindness and respect. I learned the importance of having a standard, upholding it, and demanding the same of my colleagues. Most of all, I learned that without the customer, your business is nothing. 🤗 What advice would you give to someone else wanting to break into support? You don’t have to know it all. Leave your ego at the door and give your customers the opportunity to partner with you to learn together. 🥇What company has recently really impressed you with the quality of their support? Vitally.io impressed me with their support. Ray Belle on their team especially - a complete and total rockstar!

🧁 A sweet shoutout to our office mates! At Gradient Labs, we really value working flexibility - our team works remotely most of the time, but we love coming together once a week to collaborate in person. We’re really lucky to be sharing space at Sling Money's office with some other incredible startups ✨ It’s been great to work alongside such a talented and driven group, and what better way to celebrate than with some custom cupcakes featuring everyone’s logos? Sling Money Plain Nustom echo.xyz Evervault