Plain Raises $15M to Consolidate B2B Customer Service Chats

The Evolution of Internal Customer Support Platforms

Traditional internal customer support systems, such as email ticketing and live chat, are increasingly being supplemented by modern communication channels like Slack, Microsoft Teams, and Discord.

However, the proliferation of channels, particularly within platforms like Slack which can host numerous channels, can lead to organizational complexity.

Plain: A Unified Support Solution

Plain, a company originating from the U.K., proposes a solution to this challenge. Its API-first platform is designed to consolidate all communication channels, enabling businesses to optimize their support operations.

According to CEO Simon Rohrbach, in a conversation with TechCrunch, the platform’s core benefit is the ability to “literally talk to your customers wherever they are.”

Functionality and Features

While offering standard chat and email capabilities comparable to established Help Desk solutions like Zendesk and Intercom, Plain extends its functionality to integrate with Slack, Microsoft Teams, and Discord through a single, unified interface.

Rohrbach emphasizes the platform’s ease of use and comprehensive support features, including metrics tracking for Service Level Agreements (SLAs) and response times.

Fostering Internal Collaboration

Plain recognizes a significant trend: the breakdown of silos between support, customer success, and engineering teams.

The platform actively supports this internal collaboration, facilitating seamless communication and knowledge sharing across departments.

Series A Funding and Expansion

The startup has successfully secured $15 million in Series A funding, spearheaded by Battery Ventures, with continued investment from Index Ventures and Connect Ventures.

A portion of these funds will be allocated to the establishment of Plain’s first U.S. office, located in San Francisco.

Founding and Team

Plain was founded by Simon Rohrbach and Matt Vagni, both of whom previously held key roles at Deliveroo.

Rohrbach previously led Deliveroo’s content, research, and design team, comprising 40 individuals, while Vagni focused on design systems and internal tooling.

Current Clientele

Plain currently serves a diverse range of clients, including companies such as Sanity, Laravel, Stytch, and Raycast.

Industry Perspective

Neeraj Agrawal, a general partner at Battery Ventures, stated that the B2B support landscape is transitioning towards a new era characterized by collaboration and Artificial Intelligence (AI).

Competitive Landscape

Plain is not alone in addressing the need for aggregated customer support channels.

U.S.-based companies like Thena and Pylon also operate in this space.

Pylon's Growth

Pylon has secured $17 million in funding to develop a comprehensive B2B customer service platform, led by Andreessen Horowitz and supported by General Catalyst, Y Combinator, and other investors.

The company currently boasts a customer base exceeding 250 businesses.