How your support team can use Slack – 6 useful tips

What is Slack and how can it suit your support team?

Slack is an incredibly useful collaboration tool and is adopted by many companies and support teams. This is primarily due to its smart chat function, that lets you chat privately between a few selected individuals, or openly to ask questions to the entire organisation. In the chat you can also share documents and create threads under specific posts. Apart from that, there are several useful features as well as integrations to add.

Even if Slack wasn’t created purposely for customer service or chatting directly with customers, we’re convinced that it’s actually perfect for your support team. This is the reason we chose to create an integration with Slack and our platform. Slack can truly help boost your teams connectivity as well as collaboration. Which is the fundamental requirement in delivering a great customer experience. Below we have listed our best tips of how your support team can use Slack.

1. Connect your support team’s helpdesk solution

Slack has a range of integrations to alleviate your support. But it’s primarily useful to connect your helpdesk solution. Slack supports among others; Help scout, Groove and Zendesk. We currently use Zendesk and the benefit lies in that our support team can receive notifications directly in Slack when a ticket is made or a customer asks a question. Thereafter, the team can easily chat with each other and cooperate to solve the incoming errands.

2. Connect your support team’s chat

Today there are several integrations in Slack that let you chat with your customers on your website or application. A good example is the integration Userlike. This allows your support team to be online at all times, and you’re able to receive tickets when your colleagues are busy. The bot collects questions, and notifies your team through Slack and then forwards the chat to the person that answered. This integration also sends notifications in your Slack channels when a chat has started, or when you received a new rating.

This means that you can create a seamless introduction of your company to customers, where the Chat Butler welcomes them, collects questions and contact details, while simultaneously notifying your team. And if all team members are busy, it creates a ticket from the question.

3. Connect your telephony

By now I think we can all agree that Slack is pretty useful for customer service. But to take it to the next level, you can also integrate your telephony to create a whole solution for your support team. Just like chatting, contact over phone is essential in interacting with your customers.

This is where our integration takes place. By integrating our platform with Slack, you’re able to have important features such as presence, callback and text – directly form your PBX to Slack.

  • With presence you can easily see which colleagues are busy or available. It will also show if you’re out for lunch or on vacation.
  • With Callback you can by shortcut or a button call your colleague or an external contact you’re currently chatting with.
  • You can easily text directly from Slack. Type the shortcut och click the button and then you just type the number and your message. On the receiving end it will look just like a regular text.

Slack Telephony with Soluno

4. Keep track of your customers thoughts

There are also several integrations that allow your teem to keep track of your customers’ reviews through NPS. NPS is measures by asking customers a review question in form of how likely they are to recommend your company to someone else. And by connecting this to Slack, you’re able to get results in real time. As mentioned, there are several integrations for this and we recommend checking Slack’s page to read more.

5. Connect your social media

Slack is also integrable with most of the popular social media platforms. This can help you fortify your support teams ability to be notified when customers contact you. There is also a great integration called MailClark that lets you chat directly via social media in Slack. It also has a smart built-in e-mail function that notifies of new e-mails, archives them, and lets you answer directly in Slack. You can also organize and sort your inboxes per department to make sure that messages are passed on to those who understand the subject best.

6. Connect your CRM-system

Something that is also vital in customer service is that they customer is able to get through the purchase process to actually become customers. This is where your CRM-system comes into play. You can for example integrate Salesforce with Slack and communicate in real time across channels. You can also search in your Salesforce instances and share these results in Slack. This ultimately means that you can boost your productivity as well as your collaboration spanning across platforms.

These were only a few tips of how you can use Slack for your support team. If you want to know more about what Slack is and how we can integrate your telephony, click the button below to get in touch!

By Sofia Svantesson
Brand Marketing Manager
Unifying business communication and collaboration is key in streamlining workflow.

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