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Hey everyone, welcome back today.

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We're taking a deep dive into something pretty cool.

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Yeah, chat.

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Woo.

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We're going to see if it can really be the open source alternative to all

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the big names out there, right?

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Intercom or Zen desk.

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Yeah.

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Yeah.

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And what really caught my eye is that they claim to be both user

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friendly and AD open source.

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Yeah.

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How do they do that?

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That's the magic question.

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Well chat, it's built to be like the central hub for all your customer engagement.

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Okay.

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So think omni-channel support, right?

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We're talking email, live chat.

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You've got your social media, even WhatsApp all together in one place.

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And they've really gone all out on the features, you know, team collaboration

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tools, built-in automation, chat bot integrations, you name it and

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customizable dashboards.

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Okay.

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So they're not messing around.

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They're not messing around.

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And the fact that over 15,000 organizations are already using it.

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15,000.

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Yeah.

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That's a big deal.

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That is a big deal.

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Okay.

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So I got to ask, right.

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The open source thing, it's a huge plus, right.

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For data ownership and all that.

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Absolutely.

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But how does that actually work in practice?

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Like say for a business that deals with super sensitive data, like a

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healthcare company, that's a great question.

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And a perfect example for industries like healthcare, where data privacy is

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absolutely paramount, I think GDPR, IPAA, all those regulations, chat

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whoop being self-hosted, it's a game changer.

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They have complete control over their data.

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No more worries about third party servers or potential preaches.

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And the best part, it's open source, right?

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So developers can actually go in and tailor the platform to fit their

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exact needs using APIs and stuff.

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So you can just build what you need.

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Exactly.

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You need some special integration with say an electronic health record system.

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No problem.

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You can just build it yourself.

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That's amazing.

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But now sometimes open source gets a bit of a bad rap for being kind

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of clunky or hard to use.

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So is chat would actually easy to use for the average person?

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That's a good question.

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You definitely don't need to be a coding whiz to use chat.

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Okay.

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They've clearly put a lot of effort into making it user friendly.

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You've got things like canned responses, right?

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Yeah.

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For those common questions, keyboard shortcuts to speed things up and even

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private notes.

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So your support team can collaborate, you know, behind the scenes seamlessly.

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That's really smart.

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It's all about making things easier, not harder, right?

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Right.

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And speaking of making things easier, they really highlight their customizable

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live chat widget on their website.

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Yeah, I saw that.

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And I get it right.

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Nobody wants some generic chat box popping up on their beautifully designed website.

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Definitely not.

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It's all about a seamless customer experience.

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Exactly.

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It's all about that seamless experience, but they didn't just stop at chat, right?

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Yeah, they do.

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They actually offer some pretty robust CRM capabilities too, don't they?

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That's right.

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They've got contact notes, custom attributes to keep track of all sorts of customer

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info and a whole bunch of reporting features.

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Nice.

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They really want to be your one-stop shop for customer engagement.

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It sounds amazing, but what are people actually saying about, right?

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Does it live up to the hype?

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Yeah.

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What's the word on the street?

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Well, the testimonials I've seen, they're overwhelmingly positive.

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I even saw one user who said Chatwoot was so much better than Zendesk.

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Wow.

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That's a bold statement.

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That's a bold statement.

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Right.

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Yeah.

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But others are raving about how much money they're saving compared to those

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big proprietary solutions and how easy it is to use, no matter how big or

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small their business is.

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So it sounds like they're hitting the mark on a lot of fronts.

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They really are.

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Easy to use, cost-effective, powerful features.

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It's like the dream checklist.

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It does sound pretty good.

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But, you know, you're the tech expert here.

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Well, I try.

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So I have to ask about the developer experience.

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Yeah, of course.

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You always say good documentation is key.

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It is.

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And ChatWoot, they definitely don't disappoint there.

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Okay, good.

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Their documentation, it's thorough and they've got tons of developer resources.

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Okay.

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Their GitHub repository is super active, over 17,000 stars.

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Wow.

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That's a clear sign of a thriving community and constant development.

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That's amazing.

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Right.

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They offer flexible deployment options, clear API documentation.

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It's a dream come true for any developer who wants to customize

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and build integrations.

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So it seems like they've thought of everyone.

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They really have.

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From casual users to the hardcore developer.

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Absolutely.

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So it's not just about the software itself.

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No.

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It's about building a whole community around it.

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Exactly.

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Open source projects thrive when you've got a passionate community, right?

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Contributing code, documentation, support.

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And that's what we see with Chatwood.

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It's pretty impressive.

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It is.

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So what kind of businesses are actually using Chatwood?

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Is there like a specific industry or size they're attracting?

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What's really interesting is the diversity.

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You see everyone from small startups and nonprofits to established businesses

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that are switching over from platforms like Intercom.

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Wow.

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The need for data ownership and customization, it seems to be universal.

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That makes sense.

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No matter the industry.

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It does.

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When you think about it, yeah.

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Yeah.

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Your customer data is valuable no matter what you do.

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Exactly.

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And you know, if we zoom out a bit, this is part of a bigger trend.

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We're seeing more and more businesses wanting more control over their

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technology and open source solutions like Chatwood, they give them that

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control without having to sacrifice, you know, functionality or ease of use.

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I like that.

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It's a win-win.

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So Chatwood seems to be doing a lot of things right.

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It does.

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It's open source.

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It's user friendly.

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Yeah.

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It's got tons of features and it's backed by this amazing community.

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Yeah.

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But is there anything they could do better?

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That's a good question.

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Are there any potential downsides we should think about?

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Hmm.

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Let's see.

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It almost does sound too good to be true.

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Right.

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There's got to be a catch.

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Yeah.

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Like self hosting.

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Yeah.

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That sounds great.

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In theory, you have all this control, right?

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Yeah.

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But doesn't it also mean you're responsible for all the maintenance and

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the updates and everything?

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Yeah.

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Wouldn't some businesses just rather have the ease of a cloud based platform?

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Right.

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Even if it means giving up a little control over their data.

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Yeah.

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I think that's the trade-off, isn't it?

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Convenience versus control is a classic dilemma.

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And honestly, there's no one size fits all answer.

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Right.

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Some businesses might find the whole self-hosting thing a bit overwhelming.

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Yeah, that makes sense.

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Especially if they don't have a huge IT team or whatever.

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Right, right.

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But for others, that control, it's non-negotiable.

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Yeah.

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Especially when you're talking about sensitive data.

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Exactly.

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Like in healthcare or finance.

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Exactly.

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Right.

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So for some businesses, that peace of mind of knowing where their data is, it's

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worth that extra effort.

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Definitely.

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But what about businesses that don't have a lot of tech resources?

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That's a good point.

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Could they realistically handle a self-hosted solution like ChatWoot?

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Well, I think ChatWoot recognizes that they've been trying to simplify the

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deployment process, you know, they're offering one-click deployments on

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platforms like Heroku, DigitalOcean, making it a lot more accessible for

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businesses that maybe don't have a whole IT department.

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So they're trying to make it easier for everyone.

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Exactly.

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That's great.

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Yeah.

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Okay.

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So let's go back to the features for a second.

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Sure.

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Talk about the main ones.

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Yeah.

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But is there anything else that really stands out to you?

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You know, one thing that I thought was pretty cool is their

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focus on conversation continuity.

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Okay.

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What does that mean?

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So let's say a customer starts chatting on your website, right?

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Then they decide to give you their email address.

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ChatWoot, it just seamlessly transitions that whole conversation to email.

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Oh, wow.

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Keeps all the context, the history, everything.

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That's cool.

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No more going back and forth or having to repeat yourself.

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You know what?

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That's one of my pet peeves as a customer.

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Oh yeah.

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When I have to re-explain everything just because I switched from

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chat to email or something.

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Yeah.

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It's so frustrating.

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It's the worst.

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It seems like a small thing.

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Yeah.

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But it makes a big difference in the customer experience.

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Totally.

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It's those little things that make a platform great.

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Exactly.

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Speaking of little things, I noticed they also have a whole

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library of canned responses.

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Oh yeah.

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The canned response.

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That seems like a huge time saver.

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Absolutely.

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For support teams.

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Especially if you're getting a ton of the same questions over and over.

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Right.

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It's a lifesaver.

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And didn't you say they have keyboard shortcuts for those too?

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Yeah.

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They've got keyboard shortcuts to access those canned responses super quick.

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That's so smart.

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They really put a lot of thought into making things efficient for the agents.

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Yeah.

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That's awesome.

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Yeah.

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Okay.

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So let's wrap this up.

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Considering everything we've learned.

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Yeah.

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What's the main takeaway here?

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The main takeaway.

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Yeah.

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I think ChatWut is a real contender in the customer engagement world.

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Okay.

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It offers that open source flexibility with a user friendly design.

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Right.

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And a really comprehensive set of features.

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Yeah.

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It's not just a chat tool.

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Right.

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It's a platform that can grow with your business.

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I like that.

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You know, adapt to your specific needs.

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Yeah, that makes sense.

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Yeah.

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And to our listener, as you're learning more about ChatWut, I want you to think

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about this, how could this whole open source approach empower your organization

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to build like truly custom solutions?

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That's a great question.

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What kind of workflows could you create?

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Yeah.

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What integrations could you build to really make this platform work for you?

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Yeah, because ChatWut gives you the tools, but the possibilities, they're

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really only limited by your imagination.

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I love that.

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It's true.

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That's a great way to put it.

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Yeah.

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Yeah.

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It really is like, they give you all the pieces and say, go build whatever you want.

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Exactly.

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So last question.

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Okay.

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For someone who's listened to this and thinking ChatWut sounds pretty cool.

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Yeah.

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What's their first step?

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Where should they go to learn more?

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Well, the great thing about open source is that all the information's right there.

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Right.

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I'd say head over to their website, ChatWut.com.

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Okay.

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Get a feel for the platform.

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You've got a demo you can try out and their blog has tons of resources

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and use cases.

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And their GitHub too, right?

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Oh, absolutely.

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That's where you can really see the community in action and get a look under

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the hood, you know?

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It's the best way to see how healthy the project is, how actively it's being

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developed, plus you can connect with other users and developers and tap into

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all that knowledge.

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It's a great resource.

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It really is one of the best parts of open source.

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Awesome.

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Well, I think we've covered a lot today.

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We have.

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From data ownership, customization, all those developer friendly features.

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Yeah, it's pretty impressive.

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And all the positive feedback we've seen.

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It really is.

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I'm genuinely impressed with what Chatwood is doing.

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Me too.

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It's exciting to see a platform like this shaking things up, giving businesses

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more control over their tech.

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I can't wait to see what they do next.

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Yeah, it'll be interesting to follow their journey.

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So to our listener, I hope this deep dive is giving you everything you need to

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decide if Chatwood is right for you.

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And remember the best part of open source is that you can explore, experiment,

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and decide what works best for you.

335
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Exactly.

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Don't be afraid to jump in and get your hands dirty.

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I love that.

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Thanks for joining us today on this deep dive into Chatwood.

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It was my pleasure.

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We'll catch you next time for another exciting exploration.