Slack for customer support

Connected support teams mean happier customers

Customer loyalty grows when your company puts the people, tools and secure data that agents need at their fingertips.

An illustration of a Slack channel
A slack user posts a link to a Zendesk ticket in a channel, and a second user posts an update to the issue in the channel.
BREAK DOWN SILOS

Unlock customer insights, wherever they come from

  • Share customer information securely across all your teams
  • Send customer feedback straight to the people who’ll use it most
  • Amplify the customer’s voice with bots that deliver key insights in less time

+48

NPS points above industry average at Oscar Health1

70%

CSAT increase at Nordstrom with Slack2

A slack user posts a link to a Zendesk ticket in a channel, and a second user posts an update to the issue in the channel.
RESOLVE ISSUES FASTER

Speed up agent response by bringing different systems together

  • Message internal experts without leaving your ticketing tool
  • Get answers across files, messages and channels with AI-powered search
  • Discover real-time insights that turn potential problems into coaching opportunities

‘Slack drastically reduces the time to overall resolution. It allows you to get closer and more connected to people across the company. In any situation that requires collaboration, ultimately, it levels up your game.’

Zendesk logo
Jon Brummel, Director, Enterprise Support
A user searches Slack for ‘chargebacks’, brings up a search result with resources about chargebacks and then views a relevant channel.
A user searches Slack for ‘chargebacks’, brings up a search result with resources about chargebacks and then views a relevant channel.

‘Slack drastically reduces the time to overall resolution. It allows you to get closer and more connected to people across the company. In any situation that requires collaboration, ultimately, it levels up your game.’

Zendesk logo
Jon Brummel, Director, Enterprise Support
BUILD UP CUSTOMER RELATIONSHIPS

Invest in customer relationships with closer collaboration

  • Give customers personalised, live help in a dedicated Slack channel
  • Troubleshoot problems in real time across multiple teams with Slack Connect
  • Use automated workflows to supplement valuable human interactions
Learn how Slack Connect fosters customer relationships
In a Slack channel, a user is requesting information and a second user initiates a Zoom call.

3x

faster ticket resolution1

95%

customer satisfaction2

In a Slack channel, a user is requesting information and a second user initiates a Zoom call.
In a Slack channel, a user is requesting information and a second user initiates a Zoom call.

2,200+ integrations and counting

Slack connects with all your favourite tools, including Salesforce, Zendesk, Halp, ServiceNow and more

See all customer support integrations

A wall of logos showing the Slack customer support integrations
A wall of logos showing the Slack customer support integrations
A wall of logos showing the Slack customer support integrations

Frequently asked questions

We’re glad that you asked! Slack is a new way for your entire company to communicate. It replaces email with something faster, better organised and more secure. Instead of one-off email chains, all your communication is organised into channels that are easy to create, join and search. When there’s a channel for everything that’s happening at your company, everyone knows exactly where to go to get work done. For more reading on the topic, we recommend taking a look at the Slack Resources Library.

Yes. Slack integrates with Zendesk, Salesforce, ServiceNow and many other tools that people use to store and sort information. And Slack itself is a great way to share knowledge via search and channels. To learn more about Slack’s knowledge-base integrations, visit our App Directory.

The key to Slack success is channels. By creating a channel for all your projects, your teams, your offices, your departments – everything that you’re doing at work – you create a space for every conversation to happen. And because channels are easy to join and create, Slack can adapt to meet changing needs. If someone new joins a project, you can simply add them to the channel and they can scroll up to read through previous conversations. When it’s time to start something new, create a new channel and invite the right people. To learn more, read up on how to collaborate effectively in channels.

Channels are where work happens in Slack. A channel is a single place for a team to share messages, tools and files. People often create channels for company announcements, customer support triage, asking for IT or HR help, and sharing social interests.

Channels can be public (open to everyone at the organisation) or private (invitation-only). In addition, organisations with a paid Slack subscription can share a channel with external partners such as agencies, clients and vendors via Slack Connect. Learn more about how channels can speed up your daily work.