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Whyadesign-drivensupportplatformchoseSupercut.
The biggest compliment you can pay any product is when it just feels like you don’t really register it because it’s just so seamless.
Plain is a modern B2B customer support platform built by a team that cares deeply about craft. With 30 people across London, San Francisco, and remote teams in Europe, they needed a communication tool that matched the standard they set for their own product. Supercut became that tool, adopted company-wide from engineering to recruiting.
Plain
Support
~30 employees
A modern B2B customer support platform designed for companies that care about craft and quality in every interaction.
A team that holds itself to high standards needed tools to match.
Plain is built by designers and engineers who care about every detail. The tools they were using to communicate internally didn't reflect that same standard. Unreliable recordings, confusing pricing, and no simple way to keep a shared library of videos that everyone could access.
Written updates in Slack got lost in the ether and weren't high bandwidth enough for complex product decisions. Meetings filled the gap, but a 15-minute walkthrough with four people doesn't scale when you're growing quickly across three time zones.
A product that understands its role and gets out of the way.
What stood out to Simon was that Supercut feels like a product built by people who understand craft. When you're recording, it's out of the way. Just there in the background, letting you focus on what you're doing. It's almost like a UI you don't notice.
But when you need it to make an impression, it's there. Flexible layouts, a brand kit, and a video page that feels polished enough to share with a customer and put your best foot forward. Super reliable, too. Simon says they've never hit a bug.
Adopted everywhere, from shipping features to hiring.
Every engineer at Plain records a Supercut before a feature ships. Sales, success, and support teams get a walkthrough of what it is, how it works, why it's being released, and any caveats. It's become an integral part of how Plain ships.
Internally, teams share voiceovers on docs, messaging, and design work. What used to be a 15-to-30-minute meeting with four people now takes five minutes to record and can be watched at 1.5x.
They also use Supercut for recruiting. Simon records a video for every open role and includes it in outreach, even when a recruiter sends it on his behalf. Candidates reply saying “I saw your video, really appreciate you putting this together”, driving a 25% increase in positive responses.
