Resolve customer issues faster with Slack Connect

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2 min read

Delight your customers with unrivaled support

Working in a channel with customers means support teams can provide faster support and proactively share out updates, which increases customer satisfaction.

Support teams use Slack Connect to:

Provide personalized support by having a direct line of access to customers
Triage issues faster by looping in the right experts from both sides
Maintain all of the context about a customer in one place, letting you easily transition support over as teammates rotate shifts or are out of the office

3x
Faster ticket resolution
30%
Reduction in workload for an enterprise support team
64%
Decrease in backlog of support tickets

A channel that’s shared with a customer looks and feels like a channel you use with your internal team. People from up to 20 different companies can join, so everyone can stay aligned and drive results in one shared space.

Book a free 20 minute call with a Slack expert to help you get started working with your external partners in Slack.

With Slack, the customer can pull in more people, we can pull in more people, and it becomes a collaborative discussion to solve a problem or answer a question.
Kami RicheyDirector of Customer Experience, FastlyRead their story

Thousands of companies already use Slack Connect to work better together

How to get started with Slack Connect

1. Create the channel

Click the + button next to Channels in your sidebar. Name the channel, and click Create.

Animated gif showing a cursor mark creating a new channel in Slack

2. Send the invite

Follow the prompt to share the channel outside your workspace. Send your partner an email invite right from Slack, or copy the link provided and email the invite directly.

Animated gif showing a cursor mark copy an invitation link in Slack and pasting it in an email

3. Wait for your partner to accept

Pour yourself a cup of tea. Once your customer clicks the link, they’ll be taken back to Slack, where they can accept the invite and set up the channel on their end.

Animated gif showing a cursor mark click on an invitation link in an email, which takes it to Slack to accept the invitation

4. Let your admin approve

Depending on your settings, the invitation will be sent to an admin on both teams for approval. Admins can manage channel invitations by clicking on their workspace name > Administration > Manage shared channels.

Animated gif showing a cursor mark approve a pending request to share a channel in Slack

Get started

Join the network of global companies collaborating together in Slack Connect.

Learn more about the benefits of working with partners in channels.
To share a channel, you’ll need to be on a paid plan. For more info, check out our pricing and plans.