"When we last spoke, we were just starting to bud as a support tool, and so we primarily had identified that enterprises were starting to talk to their [business] customers over shared Slack channels and Microsoft Teams instead of email," Kausas told TechCrunch.
"But it evolved into realizing, hey, it's not just this omnichannel thing that's a problem. There's actually a bigger opportunity to unify everything that B2B teams need. And omnichannel monitoring was just one piece of that."
"But it turns out that most of these companies were buying a ticketing system like Zendesk, a customer success platform like Gainsight. They're buying AI support bots. They're buying separate knowledge base products - and it turns out they should be all part of one tool," he said.
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