When should you pivot your startup? Carl and Richard talk to Phil Haack about his experiences with Abbot - the chatbot designed to work within Slack. Phil talks about starting with Abbot focused on ChatOps, where Abbot would help with automation around the deployment of applications. And while there were some customers, it wasn't enough. The pivot was to customer support that also depends on tools like Slack. The conversation digs into focusing on understanding where customers have challenges and learning to solve them, rather than trying to offer a platform for everything!