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2023 was an exceptional year for Threado! We wouldn’t have made it this far, without all the love and support from our amazing users, community and supporters like you! 🙂 Sharing a sneak peek into what went down last year for the business, product, customers, community and our team.
Revenue Growth
2.6x ▲
Customer Growth
53% ▲
We officially launched our first product - the co-pilot for community teams in August 2022 on Product Hunt (#1 Product of the day), post which we picked up great momentum in acquiring new customers. We launched our second, and most ambitious, product in August 2023 - Threado AI, the co-pilot for support teams (#2 product of the day). And all through the year, we shipped at breakneck speed (our devs got no chill!) addressing feedback from our customers that helped us build massive momentum. 2023 saw us bring onboard and work with the amazing teams at Notion, Mixpanel, Triple Whale, Morning Brew, Scaler Academy and several other top brands as our customers! We are only 1% done!
Key factors that helped us grow:
1. The viral rap video by our founders to launch Threado AI was the single biggest growth factor in 2023 (just kidding… Can they beat this in 2024 though? only time will tell!)
2. focus on providing top-notch customer support by understanding what the business goals were, for each team and helping them achieve those. This helped us with revenue expansion from existing users and also getting newer acquisitions by word-of-mouth referrals!
3. We moved away from monthly plans. Thanks to the continued trust of our users in us, we also were able to move the users from monthly plans to annual deals and get new users on annual deals.
4. As a team, we did at least 400 customer discovery calls to understand the ongoing challenges, which helped us refine our roadmap based on customers' needs.
5. We started outbound campaigns to identify users who might be facing the problems we address and helped them find value in our product.
6. The launch of Threado AI - the co-pilot for support teams, helped us expand to a much broader market. Scaling quality support is hard as businesses grow. Large support teams struggle with harnessing information scattered across the organization and bringing it together in one place, for their agents. We’ve built a powerful AI-powered customer support co-pilot.
7. Connecting with ecosystem partners like Support Driven - the largest community of Support Leaders by participating in their events, sponsoring events and workshops. We also had a great time meeting community builders at CMX, attending Inbound, Dreamforce and TC Disrupt this year!
8. Mini drops, content resources, and our Decoded by Threado AI Podcast (40+ episodes, ~2000+ downloads!) helped us build our inbound engine and brand presence.
9. Our presence on G2 and the great love shown by customers helped us build more trust in the brand.
We launched Threado AI with a single motto - "Scale faster customer support, not costs!"
Unorganized knowledge bases, large ticket volumes, and repetitive queries are a thing of the past. Empower your support agents and community managers with the co-pilot that is AI-powered.
Answering FAQs is tiresome and time-consuming for support agents and community builders! Threado AI Bot can be trained on historical conversations from all/specific Slack channels and can respond instantly to the questions being asked by internal team members/community members, along with providing sources to the original posts.
You can now customize and make the Threado AI bot your own for your Slack workspace. This will help add a touch of personalization and will allow the members to feel more confident about the answers to the queries.
You can add your own brand colours, name, and icon to the bot which makes it easier for users to trust and ask questions. In the below example, you can see a custom Support Ninja bot responding to a query on Slack.
Finding precise answers to customer queries from the large pool of information that is scattered across multiple channels is time-consuming and painful! It tends to increase your response time and might lead to a poor CSAT score. Threado AI can be plugged into all of the common knowledge sources and can crunch the information to provide you with the right answer instantly and accurately!
Threado AI can be trained on previous Zendesk and Freshdesk tickets - allowing your agents to not have to scroll back or search for previously answered questions. Improve your response rates and time, while keeping the response quality super-consistent!
It can be difficult and not to mention time-consuming to search through across CSVs. With Threado AI, you can train the bot on tabular data and ask relevant queries from the CSV directly.
A few use cases for leveraging this feature would be :
Learn more about this feature in the video below 👇
We believe that with the rise of AI, the need for human connection will only increase. This is where community support becomes crucial. It creates a channel for users to share feedback and facilitate mutual support. It's about creating spaces where users can engage, collaborate and thrive. And Threado empowers community builders to create these welcoming spaces for communities of support. From automating member journeys, re-engaging dormant users, and sending personalized reachouts to deep dive analytics to understand the pulse and gain insights from your community, Threado helps in scaling personalized support to community members.
Automated workflows - automate your routine tasks and engage with specific member cohorts at scale
Outreach by Threado helps you create custom cohorts of community members and send them personalized emails or DMs
We’re SoC2 Type II certified and designed to keep your sensitive data secure. All customer data is encrypted. All data in transit is encrypted using TLS 1.2+.
On a fun note, we had two offsites this year - to help us brainstorm and plan for growth for the next 6 months! These were the only times the entire team got together in one place, we function remotely other times! 🙂
PS: Also the t-shirts were changed and rebranded 😀
We had a fulfilling 2023, thanks to all the support we’ve received so far. 🙏 Looking forward to putting in more effort to help solve challenges for many more support and community teams in 2024!
Signing off!
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AI Agents for customer-facing teams
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