Unthread

Breaking Down Silos: Why Omnichannel Customer Support Matters

Communicating with your customers as a business has changed dramatically over the last few decades. What started with phone support has evolved to include email, live chat, WhatsApp, Slack, Discord, Telegram – and that's just scratching the surface. What if there was a way to effectively reach customers on the channel

Get Ahead of the Curve: Top Customer Support Trends You Need to Know in 2024

Customer service in 2024 faces a fascinating tightrope walk: resolving issues quickly while still providing personal touch. It's a balancing act, but one can lead to incredibly happy customers. In this article, we'll explore some exciting trends that are helping businesses achieve this sweet spot. In the Wake of ChatGPT:

Product Updates

April Product Update

Build Your Own Custom Workflows with "Automations" (beta) Unthread already has amazing built-in automated functionality, like the auto-responder, AI tagging, and more. We know that we can't support every use-case out of the box, so we just launched Automations, a way to build your own custom workflows and even write

How We Filed Our Taxes Over Slack

Taxes are a necessary evil for every business, and working with an accounting service is equally necessary and potentially more evil if you make the wrong choice. While the most important aspect in choosing a firm is accuracy in your filing, the next best thing is the experience and relationship

Upgrade Your Workday: How Workflow Automation Saves You Time

Ever been stuck with repetitive tasks day in and day out? Does ticking off your to-do list make you feel accomplished? Well, workflow automation is the key to working smarter, not harder. In this article we will show you the basics of workflow automation and how it can make your

Product Updates

March Product Update

Send and View Emoji Reactions from Unthread Dashboard One of our most requested features – you can now view and edit emojis from the web inbox. This means you can move *all* of your workflows entirely to the web dashboard. We even support custom emojis! You will be prompted to reconnect

News

Announcement: Unthread Partners with Google's Gemini to Automate Support Requests

We are thrilled to announce an exciting partnership between Unthread, the leading Slack-based support platform, and Google's Gemini AI. This collaboration marks a significant step towards revolutionizing the customer support landscape, offering innovative solutions that leverage AI to automate and streamline customer support requests like never before. Unthread will begin

Guides and How-to's

How to Manage On-Call Schedules in Slack

Whether you're managing an engineering team or a support team, it's crucial to have the right person notified of new issues that come up. As the team grows, it's common to set schedules and rotations of who should be on call at a given time as the primary point of

Guides and How-to's

Quickstart Guide to Using Slack for Sales Teams

There are over 200,000 companies that use Slack for instant communication. As of 2019, over 51% of employees prefer chat apps like Slack and Teams over email. In June 2020, Slack launched Slack Connect, a powerful way for companies to collaborate with each other in real-time. Currently, over 80%

Product Updates

November Product Update

Ask Questions of Your Documentation When Replying You already know that you can link your documentation and knowledge base to Unthread in order to get AI-generated responses and links for your customers. When you're composing your response, you can now easily pull up articles related to customer questions and even

Product Updates

October Product Update

Microsoft Teams <> Slack Integration We are super excited to finally announce support for Microsoft Teams! Our integration allows you to effortlessly sync conversations in customer Teams channels into Slack, where you can reply and have your message relayed back into Teams in real time. This release is in beta and

Product Updates

September Product Update

New & Improved Conversation Dashboard 📤 In addition to responding to messages directly in Slack, you can also manage your entire support workflow from your Unthread dashboard. We're super excited to announce some major improvements to the experience of managing your conversations: • New layout shows user images in the view as well

Customer Stories

Customer Story: Spacelift Makes Cloud Configuration a Breeze

Spacelift is a leader in the Infrastructure as Code (IaC) space with their cloud-based tools for managing continuous integration pipelines. They fit seamlessly into your development stack to let you control and scale infrastructure across Terraform, CloudFormation, Kubernetes, Ansible, and other tools controlled directly from your repositories on GitHub or

Product Updates

August Product Update

Give Your Customers a Support Request History Dashboard, in Slack Your customers can now see a history of their support requests right from their Slack channel. To make this happen, Unthread will pin a message to the top of the channel that will show the list of previously made requests,

Guides and How-to's

5 Best Tools for Slack Support

Providing support to customers over Slack is a great way to increase engagement and retention – we review the best tools scale support on Slack.

Guides and How-to's

How to Reply to Slack Messages from Zendesk

If you're using Slack for customer support, you're likely doing doing customer support directly from the Slack app. This can be overwhelming unless you properly organize your customer channels, but more importantly, it can become a separate tool than your primary ticketing platform, such as Zendesk, Intercom, Salesforce Service Cloud,

Customer Stories

Customer Story: Heron Data Empowers Lenders to Underwrite Small Businesses Faster and Increase Revenue using Bank Data

Heron Data is a YC-backed company that takes unstructured, messy bank data and turns it into cash-flow reports that are used to power highly predictive, explainable lending decisions. Heron enables automated and manual decisioning across the credit space, including for lines of credit, cash advances, revenue-based financing, business credit cards

Customer Stories

Customer Story: Blee Helps Companies Launch Internationally

Blee helps companies to expand personnel across borders by handling the complicated payroll & compliance requirements in each country where you have a local business entity with employees or contractors. This saves countless hours of work while also reducing risk of hefty fees from regulators. In today’s distributed work environment,

Guides and How-to's

Tips on Getting SOC2 Type 2 Compliance

SOC2 type 2 compliance is becoming increasingly important signal for SaaS companies that they follow best practices in protecting user data. SOC2 is an auditing process that evaluates a wide range of security and privacy-related controls, and Type 2 certification is especially rigorous, requiring a company to demonstrate that it

Product Updates

Introducing Unthread AI: Not Your Average Support Bot

We started Unthread in 2022 to help teams scale up their customer support in chat apps like Slack and Teams. Providing great support means quick responses and strong relationships at scale. To further this mission, we couldn't be more excited to be launching Unthread AI, a completely new approach to

Product Updates

June Product Update

A quick recap of Unthread's new features for June. ✨ Connect your Helpdesk to Generate AI Responses We saw great feedback on our beta rollout of Unthread's AI-generated support. Most notably, we can now generate smart responses from your helpdesk content. We've now rolled out access to more features that you

Guides and How-to's

How to Merge Email & Slack Conversations in Your CRM

Every customer interaction has valuable data to unlock product feedback, upsell opportunities, and roadmap ideas. It's important to be diligent about tracking & organizing these conversations across all communication channels. Step 1: Set up a CRM A CRM, or Customer Relationship Management platform, should serve as the source of truth for

The State of Chat-based Customer Support

The Rise & Fall of Chatbots Chatbot hype originally started in 2016 and promised to revolutionize the way we get work done. In March, Microsoft CEO Satya Nadella proclaimed that “bots are the new apps” in a stark shift in strategy to move to a text-based interface for accomplish tasks without

Guides and How-to's

3 Steps to Build a High Velocity Engineering Culture

Startups live and die by their velocity – aka their ability to ship code and updates quickly. I’ve led several high output teams, including a 40-person team building self-driving car technology at Cruise, and most recently, our team at Unthread. The most common problems with engineering teams as reported by

Guides and How-to's

How to connect with your customers on Slack

If you're selling software, services, or any high-value product, you care about giving the best customer experience, and Slack Connect can be the easiest way to share quick updates between companies in a shared channel. There are huge benefits to using Slack for customer communication, and we'll show you how