Customer help desks thrive in Slack
Exceed expectations with coordinated and collaborative customer support in Slack.
Resolving Issues
Quickly spot and resolve customer issues
By integrating customer support tools and services, teams can manage the full issue lifecycle from Slack. See issues as they happen and resolve them quicker and more consistently through collaboration.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
triage-website
Send new tickets to a related channel and sort out issues together.
incident-checkout-5-12
Start a new channel for incidents or response-heavy releases to keep discussions on track.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
31%
Average reduction in ticket resolution time
“We’re able to solve customer issues a lot faster.”
Automation
Integrate your tools for faster, easier resolutions
In Slack, the software you already use can send information to and from channels. Centralize customer inputs for greater context and faster solutions.
Put customer issues in the spotlight
Automatically post new support tickets in channels. Keep tabs on the status of tickets without leaving Slack.
Talk to customers in Slack
Spend less time switching apps and by integrating customer messaging apps into Slack.
Spot trends and check on chatter
Meet your customers where they are by monitoring your social media accounts. Discuss responses or funnel feedback to the right people.
Knowledge Sharing
Find answers to customers’ toughest questions
Tap into a collective knowledge base and reduce your time-to-resolution. Pipe in data from your favorite tools to create a shared, searchable archive of support activity. Increase visibility of how you solve issues to help your team work faster in the future.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
help-center
In addition to announcements, you can share instructions for new and existing procedures here.
support-usa
Discuss tricky solutions, ask burning questions, and facilitate discussion with specific support groups.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
8%
More tickets routed correctly
“With e-commerce, the store is never closed. Slack helps us get together quickly when there are issues. The ability to be always on, located in the same place, and have a common touch point where data can be shared is vital to us.”
Collaboration
Stay connected and clued in
With the whole company on Slack, support teams can share valuable customer feedback and insights with the right people, and vice versa. Support teams that are up to date on the latest details will be better equipped to provide fast, great service.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
customer-feedback
Route your feedback tools here to discuss responses and share with the appropriate departments.
marketing-support
A cross-functional space for sharing knowledge and customer feedback about marketing campaigns.
Channels are where you can share files and messages with your teams. They can be created for every project, topic, department, or whatever makes sense for your company.
7%
More tickets resolved correctly
“I’ve had more contact with other internal teams during the first six months of using Slack, than I’ve had during my prior six years at the company.”
Excerpted from IDC research, sponsored by Slack
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