Duckie (YC W24)

Ever wondered how we handle customer queries at Duckie (YC W24)? 🐣 In this video, I’m gonna show how I used Duckie's Support Copilot to solve a real support issue. Duckie - quickly finds answers from our product knowledge base - pulls info from previous chats and tickets - and even provides engineering updates It helps the support team deliver a well-rounded, informed response to customers quickly, by keeping them up to date on all the product changes. 😊 Want to experience the future of customer support? I'm so excited for you to try it out! #CustomerSupport #AI

Let's cut through the hype and talk about AI in B2B customer support. As a founder in this space, I've seen a lot of misconceptions. So, let's get real for a moment. If you're expecting AI to completely automate your B2B support, I hate to burst your bubble, it ain't happening anytime soon - and that’s actually a good thing. Here's why. #customersupport #cx #aicustomersupport #aicustomerservice #b2b #saas

I will be at SaaStr this week and would love to meet up with my connections irl! DM me/comment if you’re going to be there! 😊 #saastr

Investor: why is your burn so high Me: because these tiny stickers cost me $150 in nyc #aliexpress

Customer support in B2B SaaS companies is difficult in unique ways. With 100+ hours of user feedback sessions with our B2B customers at Duckie (YC W24), here are the unique challenges I've learned (article: https://lnkd.in/egaA55v5): 1. An emphasis on tech support In B2B SaaS, we are not just dealing with simple queries like password resets. Issues are often complex, involving customer-specific concerns, edge cases, and even system bugs, making tech support crucial - and it's a tough job! Learning: How to assist with technical investigation to help tech support engineers troubleshoot faster? 2. Multiple teams involved in solving an issue The complexity of issues also mean that the support team often needs to escalate to product and engineering teams to learn the latest product changes. Learning: How to give the support team fast access to up-to-date product knowledge without relying on internal teams? 3. Human touch is valued over self-served support Due to each customer' unique cases and larger contracts, personalized support is crucial and also helps foster long-term relationships. Self-service is less focused on. Learning: How to use automation that doesn't interrupt human communication while boosting efficiency? 4. Support requests are closely tied to product prioritization Support requests provide direct insight into what customers need. If a customer has a contract size of $100k, you are gonna wanna listen to what they are asking for. Learning: How to provide real-time customer insights from the support requests? 5. Slack as support channels Many B2B companies use dedicated Slack channels for each customer, but tracking and context switching become nightmare as they scale. Learning: How to aggregate and track Slack support requests easily? 6. Focus on getting the right answer rather than a fast one B2B customers care more about getting the right answer in one go rather than merely a fast response. Learning: How to gather customer context effectively to reduce the back-and-forth? There's a will (or need), there's a way. The good thing is that AI is providing real solutions for each challenge. Check out the article to see your options! P.S. If you want to bounce ideas on cs, let’s chat: https://lnkd.in/eQ85pHFi 🐣💛 #customersupport #customersuccess #ai #b2b #saas #ycombinator

Xingfan Xia has joined Duckie (YC W24) as the founding engineer! This is the moment that we knew we found our guy: after Xingfan had done a terrific job for the 2-day trial project, he kept working with the customer to refine the work and explore new approaches even after the trial ended. The genuine curiosity and striving for excellence is what we have been looking for. Welcome to the squad, Xingfan! Let's make some waves! #ycombinator #ycw24 #startup

I recently spent a lot of time thinking about this topic: Will AI replace customer support? And here’s my take and unique insights after 50+ user interviews and thousands of hours of building with AI and LLMs at Duckie (YC W24) - https://lnkd.in/dPP678sU #customersupport #startup #customersuccess #ai #yc #ycombinator

New Feature Friday! Duckie now support log investigation for support tickets. Log investigation is the number one time drain for tech support engineers during troubleshooting. Now, when a support ticket comes in, Duckie will find the most relevant logs from tools like Sentry or Kibana, link them to related code changes, provide a diagnosis, and suggest first steps for resolution. All the crucial information you need will be right at your fingertips. With Duckie, you can significantly reduce ticket resolution time! #duckie #support #techsupport #ai #yc

New Feature Friday! Duckie now support log investigation for support tickets. Log investigation is the number one time drain for tech support engineers during troubleshooting. Now, when a support ticket comes in, Duckie will find the most relevant logs from tools like Sentry or Kibana, link them to related code changes, provide a diagnosis, and suggest first steps for resolution. All the crucial information you need will be right at your fingertips. With Duckie, you can significantly reduce ticket resolution time! #duckie #support #techsupport #ai #yc

Welcome Aarush Kukreja to Duckie as a software engineering intern for the summer! Aarush is a student at Princeton University, studying Computer Science. We're super excited to have you join our team. Let's make this summer amazing together!🚀