Your support tool is keeping you from your users. We exist to help you stay insanely close to them.
Support has changed, but support tools have not. Most of them are slow to use, have poorly documented APIs, clunky app frameworks, and inflexible data models. They've been built for B2C e-commerce companies, where support is seen as a cost and deflection is the name of the game. They make support harder, not easier.
Modern B2B support works differently. It’s support, success and sales all mixed into one. It doesn’t just happen over email, but wherever your customers are. Delight is no longer just response time, it’s shipping a bug fix within 30 minutes. Disappointing a customer doesn't mean losing one person's business, it means losing an entire company.
With Plain, we set out to build a support tool that's made for this kind of support. We don't see support tooling as just an app, but as infrastructure to be built on. And with Plain, we're building the infrastructure for every customer interaction. It's CS without the BS.
We're building ours around these simple values:
Crafted for support, made for the whole company
Support isn't just a team – it's a company culture. Everything, from our product to our pricing, is made for everyone from support team members to engineers and product managers to work together.
Works wherever you work with customers
You shouldn't have to leave the tools you already use just to help your customers – and neither should they. Plain is always going to be where you are: In issue tracking tools like Linear, messaging apps like Discord or Slack, or your email inbox.
Driven by your data
Plain will always work with your systems, not replace them. You've got your own database and we have no interest in being one. You won't ever have to sync your data with us – instead, we'll work with the data you already have.
Designed to be the fastest
When you're moving through a queue, every bit of friction matters. We're building Plain to be the fastest and most keyboard-friendly support tool you’ve ever used. We're making every interaction keyboard-friendly, and 100ms or less.
Built to be built with
No two businesses are alike, and your support tool shouldn't be either. Plain is built API-first so you're never limited by whatever we don't bring out of the box. Anything you can do in the app, you can do programmatically.
While we won't always get it right, we want for Plain to live up to each and every one of these principles. We'd love for you to join us on the journey – as a customer or team member – and to help us build a tool that people love.
Matt and Simon