Slack for customer support teams
Slack gives support teams access to the tools and information needed to meet their number one goal: helping customers quickly. 🏆 ✨
Working alongside other teams in Slack means valuable customer feedback and insights are easily shared with the people building, designing and selling your company’s products or services.
Why should support teams use Slack?
- Make more time for customers by holding meetings and sharing updates in searchable channels.
- Get feedback or escalate tricky situations quickly and efficiently.
- Communicate company-wide updates, new policies and important announcements.
- Make finding product knowledge and solutions to customer issues easier for your team.
Read on to learn how customer support teams (and the many people they help every day) benefit from using Slack.
Hold meetings or weekly syncs
Make your working day more efficient by holding weekly huddles and team catch-up meetings in Slack. Set reminders in a channel for your teammates to update meeting agendas or share reports and analytics.
Use Slack calls for voice or video meetings for one-to-one chats with remote employees. On the Standard subscription and above, share your screen for presentations and live demos.
If you prefer face-to-face meetings, use Slack posts to record meeting notes, then share the post for anyone who missed the meeting or to refer to later.
Collaborate and problem solve
Working together in Slack means active and speedy collaboration. Create channels organised by subject matter – by SKU number or product name – to share support requests and openly discuss the best way forward with the subject matter experts.
Share drafts of responses for tricky customer enquiries and include the link to the support ticket or tweet to give the person reviewing more context. Start a thread to leave feedback, keeping the comments focused and organised.
Track tickets and response times
If your company has contractual service level agreements (SLAs) in place with customers – or even internal response-time goals that your team strive for – you can build integrations to send warnings to a Slack channel when a ticket needs a first response.
Streamline incident management
If something goes wrong, make sure your customers aren’t left in the dark. Use Slack to streamline your incident management workflows and resolve issues more quickly. Set up an on-call rotation schedule and use PagerDuty to alert the support manager on duty when issues pop up. Let others know who is on duty by updating the channel’s topic.
Create a channel like #support-incidents specially for coordinating emergency messaging and invite representatives from legal, public relations, sales or the executive team to keep messaging consistent across the board.
Updates and announcements
With Slack, sharing important updates with your support team has never been easier. Organise and name channels in a way that makes information, procedures and policies easier for people to find.
Tip: Try naming your support team-related channels with a standard prefix like #support- or #ce- (short for customer experience).
📣 #support-announcements: Create a channel just for important news – such as when policies change, new teammates are hired or when someone receives a promotion. Keep chatter to a minimum by redirecting conversations to more appropriate channels and encouraging people to only use emoji reactions to show support or acknowledge updates.
📊 #support-stats: To get a snapshot of how busy their support team are, managers can connect help desk tools to Slack and get hourly updates in a channel. The time you’ll save by connecting all of your services, updates and data in one place will help your whole team work more efficiently and with more visibility and insight.
Solve problems faster
When all departments are working in sync, Slack has the potential to be the collective brain of your company. Support teams using Slack are equipped with up-to-the-minute knowledge and have details at their fingertips, reducing the time it takes to send a response to customers.
Pin relevant information such as project plans and product specs in dedicated #product channels for easy reference across the company. Mention product experts when you need help answering tricky or specific questions.
Apps for support teams
The Slack App Directory is full of tools that support teams can use to ensure their customers are well taken care of. Here are just a few!
🙆🏻 Help desk ticketing
Connect your customer service platform to Slack to better manage your team’s help desk ticketing, issue tracking and customer support. Support teams can be notified in Slack when new tickets or conversations are started, assigned to new teams or when issues are closed.
🐥 Social media monitoring
Monitor your social networks directly within Slack. When connected, apps such as Twitter automatically expand new tweets and attached media into a channel. Or try tools such as Zapier to move info between Slack and your other apps.
Chat to your website visitors directly from Slack. Your support team can provide information about products and services to help customers make decisions and quickly address any problems or complaints.
💡 Discover more apps for your support team in our App Directory.