Customer assistance is one of the areas where Slack surpasses emails. Standard emails are an asynchronous medium, thus support staff cannot provide prompt solutions through them. It is crucial to be available to customers around-the-clock when you take into account that 52% of customers cease making purchases from companies with delayed response times. You're already on the right track if Slack is your main client support channel. Here are 4 strategies for maximising Slack to help your customers:
Slack Huddles, a simple audio-first method for starting live conversations, mimics the short, informal interactions you'd have at work directly inside Slack. In any DM or Slack channel—a virtual forum for exchanging messages, resources, and files—you can convene a meeting with the appropriate product expert or stakeholder if you require assistance addressing a customer support ticket. In the channels you use to communicate with partners outside of your business, you can also initiate a huddle.
You can quickly transition from an asynchronous conversation to a live audio discussion from a triage, escalation, or swarm channel. Bring the relevant individuals together at the right moment for a single huddle, and you can even share your screen to go over a particular case in great detail.
Split view, a little-used Slack feature, can significantly speed up the process of resolving support issues. It can be difficult to follow a cogent argument if you're working on a big topic that involves numerous files and talks that last for months across various channels. The chat loses its flow when you switch between channels and threads to track issues, which causes awkward pauses.
You can accommodate two Slack windows side by side in the split view and navigate between multiple channels without losing track of the issue. This enables support employees to keep on top of complicated problems and provide quicker and better service.
Typically, customer support interactions begin with a ticket. How does the experience of the customer end? That relies on various factors not related to the ticketing service. How long was the customer put on hold? How many persons did the agent need to ask for assistance from? How many additional resources did the agent need to use?
Your agents must have a consistent, scalable framework for what gets escalated and how in order to guarantee that your clients receive prompt, correct responses. At ClearFeed, we have set up an internal escalations channel which is used to escalate issues faced by our customers. This internal channel is also monitored by ClearFeed to make sure our customer facing teams get prompt responses from engineering. It provides a single point of access to all of the CE organization's assistance.
ClearFeed monitors your customer support channels and escalates issues that do not get addressed on time. You can also link customer support slack channels to your ticketing systems to help you establish a bi-directional sync between a slack conversation and a ticket. To help you understand what customers desire in Slack conversations, ClearFeed uses intelligent grouping and tagging to bring order to the chaos. By using ClearFeed, you may shorten the time it takes to find a solution and save follow-up time in Slack.
Companies are increasingly using Slack/Teams to engage with their customers. But doing this at scale can quickly lead to missed expectations. This post outlines some of the key challenges in scaling Slack/Teams based support and methods and tools companies can adopt to solve the same.
Like many businesses, we have opened up Slack Connect channels to directly interact with our users. One of the challenges is making sure that all customer queries are responded to in a timely manner. This post describes how we use our own product, ClearFeed, to ensure this.