API Experts - APIs to Support your Customers

Plain, a customer support tool for developer-focused products, is built with an API-first approach, ensuring that the public API is as robust and unrestricted as the internal one. This design choice, though challenging, allows customers to create custom integrations and features, enhancing extensibility. Plain's API is based on GraphQL, selected for its suitability in handling complex applications, despite some ecosystem limitations, such as error handling and support for complex input types. The company emphasizes a strong Developer Experience (DevEx), with tools like Customer Cards, which invert the typical data flow by fetching customer data from users' systems. Plain is committed to refining its DevEx, planning to introduce SDKs for easier integration and to improve the API experience. While they currently rely on qualitative feedback over metrics, the company values detailed feedback from its developer-centric customer base. Looking forward, Plain aims to tackle complex customer support challenges, such as triaging and queue management, while expanding its team and customer base.