clips communication
협업

Dell provides faster, more personalized customer support with clips

Clips, a new way to easily create and share audio, video and screen recordings, is the latest tool in Slack’s kit to help keep remote teams connected

작성자: Lauren Johnson2021년 9월 21일Giacomo Bagnara의 일러스트

In the modern, digital-first workplace, teams often work asynchronously. An engineer in New York might be on call to troubleshoot incidents into the wee hours and sign off just as colleagues in California are booting up their computers for the day. Teammates distributed across global hubs might frequently message one another, but only occasionally collaborate in real time.

Looking at data from Slack’s Future Forum study of 10,000 knowledge workers, the hybrid workplace is here to stay in the wake of the Covid-19 pandemic. Clips, a new way to easily create and share audio, video and screen recordings within a Slack channel or direct message, is another feature teams can use to stay connected.

Clips is a create and share audio, video and screen recordings within a Slack channel or direct message

Maybe you have an update to share with your team that has too many details to include in a Slack message or email, but not enough to warrant a full meeting. Sharing information through clips is an easy way to present the specifics in a video that teammates can watch at their convenience. Or, perhaps you lead a customer service team and clips could help agents troubleshoot support issues. Teams can also use clips to request feedback, demo products and so much more.

Here’s why Dell turned to clips for speedier, seamless and personalized communication.

Swift and seamless customer support at Dell

David Felt is a technical marketing engineer at Dell Technologies. As a key member of Dell’s storage division, Felt ensures that Dell’s virtual, hands-on lab—a space where customers can test out digital versions of Dell hardware and products—is running like clockwork.

Felt says clips have been a game changer for providing faster customer support. Before adopting this feature, customers would do their best to describe technical issues through either written or verbal tickets. Agents often had follow-up questions, and sometimes this back-and-forth led to resolution delays.

Clips are the ticket to faster customer support

With clips, service agents can get a comprehensive, tactile view of the issue via a video recording. “Clips allow us to capture everything from lights to sound,” Felt says. “And that helps us understand better what’s going on.”

“With clips, we can see exactly what the customer is looking at via video, which helps us provide support and resolve any issues much faster.”

Dell TechnologiesTechnical Marketing EngineerDavid Felt

One common use case is helping IT administrators manage a Dell storage appliance or server network while they’re filling in for a colleague who’s on vacation or leave.

“Admins filling in for a temporary role may not be up to speed on terminology,” Felt says. “But with clips, they can be in the data center and quickly, via their smartphone, share a short video to explain what they’re working on or ask for help on a task.”

Felt’s team relies on private Slack channels to communicate with specific customers with long-term contracts. If one of these customers encounters a technical roadblock, they can create a clip to record the error and upload that into their private channel—all from their smartphone. From there, Dell’s support team can upload the video into the service ticket along with any photos and descriptions they’ve sent along.

“With clips, we can see exactly what the customer is looking at via video, which helps us provide support and resolve any issues much faster,” Felt says.

Read more:

The above information is intended for INFORMATIONAL PURPOSES ONLY, and not as a binding commitment. Please do not rely on this information in making your purchasing decisions. The development, release and timing of any products, features or functionality remain at the sole discretion of Slack, and are subject to change.

이 포스트가 유용했나요?

0/600

훌륭해요!

피드백을 주셔서 감사합니다.

알겠습니다!

피드백을 주셔서 감사합니다.

죄송합니다. 문제가 발생했습니다. 나중에 다시 시도해주세요.

계속 읽기

협업

꼭 맞는 음악을 들려주는 Slack 허들의 새로운 주크박스

팀 멤버들의 참여를 기다리는 동안 기발한 음악으로 지루한 대기 시간을 달래줍니다

생산성

[Slack People 3탄] 모든 조직이 ‘Slack’을 찾을 수 있도록 신나게 달리는 Slack 마케팅 팀

Slack의 마케팅 팀은 “일인데 어쩌겠어, 싫어도 해야지.”라는 말을 뱉는 직장인들이 줄어들기를 소망합니다. 그리고 힘들게 느껴지던 업무를 훨씬 더 즐겁고 재밌게 수행할 수 있는 조직이 늘어나기를 바랍니다.

새 소식

지능형 생산성 플랫폼을 강화하는 새로운 방식인 Slack 캔버스

이제 누구나 Slack에서 중요한 정보를 생성하고 구성하고 공유할 수 있습니다

협업

[Slack People 2탄] Slack의 가치를 알리는 Slack 미드마켓 한국 영업 팀

스타트업부터 유니콘 기업, 중소기업, 중견기업에 이르기까지 크고 작은 규모의 국내 기업에 Slack의 가치를 알리고 있는 미드마켓(Mid-market) 한국 영업 팀은 오늘도 Slack의 가치를 알리기 위해 길을 나섭니다.