Customer Segment -

• At what point did you start feeling the need for this? Seed/Series A, etc?
  • Once we got to the point where we had significant cusotmers
  • One of the biggest problems
    • Giving people answers/more about triaging
  • More about triaging
  • This thing isn’t working
    • Rollup blocks aren’t working
    • API - that might be okay
  • Having the ability to triage - mostly myself and BD

Pain Point -

• What problem would this solve for you?
  • Triaging, Categorization, and Surfacing it to the team
  • Not everyone on our team is in every TG team
  • Consolidate everything and put it into a Slack channel
  • Can this answer common questions - that’s not top priority
• Impact - why is it important to solve that problem?
• Customers appreciate us giving personalized support.
• Keeping a human in the loop and get little suggestions vs letting AI just automating. Answering is not particularly high priority
• Our support reqs - can you do this or that

Solution -

• What channels do you handle customers in?
  • TG and Slack
  • Up to the customer
• What kind of requests do you get? Support/Product Feedback, etc?
• Do you want an omnichannel inbox or do you want to be able to answer directly from Slack for example?
• Do you want a triaging channel on Slack to have internal discussions?
• How much do you care about initial deflection?
  • Heard from B2B that they don’t want that
• How many people will need to access this?
• Do you have an existing ticketing system you want us to plug into?
  • Linear internally to do tickets
  • Interesting integration and not necessary
  • Surface this to the entire system
• Sending a message in shared slack channel
• Not every single member is in every single telegram chat
• Add one bot into all TG groups