When you focus your investment activity on SaaS as I do, you know that the Customer Service (CS) category is like the Champion’s League of B2B software — it is the largest software category in terms of business impact and market value.
Why? because every company that has customers, has customer service. Regardless of industry or size, CS tooling is absolutely critical to any customer-centric business. Entire companies are successfully turning CS into a key differentiator at the brand, product, and operational levels.
However, despite playing such a crucial role, Customer Service sits in that awkward position where it’s mission-critical for the business yet gets comparatively little investment and support from the rest of the company.
CS products, in fact, have been historically built with a sole focus on Customer Service teams as buyers, without relying on Engineering for anything custom or advanced. Because of this assumption, customer service tools have ended up behaving like isolated systems and databases in their own right, mostly ignoring companies’ internal systems, backends, and databases. These plug-and-play SaaS apps are closed, centralized and require a whole patchwork of workarounds and fixes which are impossible to scale with larger and more complex use cases. And let’s be honest, unless you’re knitting a quilt, nobody likes patchwork.
Plain is the customer support platform that’s both delightful to use, but also incredibly easy to build withBuilt API-fist, opinionated, and incredibly fast to use. Its mission: to build the customer service platform for companies that build and want their internal tools to be as good as their external products.
How we crossed paths
I met Simon, Plain’s Co-Founder and CEO when I tried to hire him as a Product Partner for Connect. Unfortunately for me, he was in that unmistakable, stealthy ideation phase for a new company he wanted to start. Then he suddenly came out of stealth mode.
- Brand: Plain.
- Headline: CS without the BS.
- Company name: Not Just Tickets Ltd.
How much more opinionated can you get? 🤯