| Thanks for asking for the clarification Eran. Definitely could use some here! Essentially, we discovered that while in certain segments (like SaaS apps), using messaging to communicate with customers is commonplace, greatly due to companies like Intercom that provide great tools for these types of companies to successfully communicate. However, the tools Intercom provides just don't exist in a format that works for most other businesses who use anything from traditional helpdesk software like Zendesk to full-blown contact center suites like those provided by Genesys and Oracle. Since we believe in a future where every business is available over messaging channels, we needed to ensure that the systems they use can provide access to these channels. We had two choices: 1. Build middleware that a business could purchase that would allow them to connect a messaging channel (like a web messenger, Facebook or WeChat) to their existing software.
2. Open up our platform so that incumbent software providers could adopt it to add messaging capabilities to their product. For a host of reasons, we quickly determined that option 2 was the best path towards making sure that a wide variety of businesses can communicate with users over messaging. We've been hard at work making sure that this happens ever since. |