The state of the art customer support stack today lives across many different tools and has highly fragmented customer information. This has led to slower and lower quality customer responses and ultimately less customer driven product innovation.
Atlas is solving this by bringing together all key customer information and support tooling into a single location.
Atlas is an all-in-one customer support platform that helps companies improve the quality of their customer support. We help support teams respond faster and more satisfactorily by bringing together customer communications, product events, and static information into a single customer timeline view.
Our goal is to transform customer support from a cost center into an engine of customer support.
Customer support today lives across 10 or more tools which each contain siloed information and actions related to customer support.
To understand the problem more fully, it’s important to understand the history of how we got here. In 2007, Zendesk became the first major SaaS solution for customer support to help companies move their support to the cloud. Over the next two years, Salesforce and Intercom joined the landscape, introducing their own angles on support by handling social channels (Salesforce Service Cloud) and chat.
Then, for the following decade, the support-specific tooling landscape largely went untouched. This likely happened since support has historically been viewed as a cost center, and, as a result, less desirable as a target of product innovation. As a result, support teams were forced to retrofit tools primarily developed for product, marketing, and sales teams to complement their current support tooling.
Below is a fairly comprehensive timeline of the creation of tools found in the state of the art customer support tech stacks.
2007: Zendesk was founded to be a SaaS solution for support. It offered a basic ticketing solution based on email support.