How to use Slack for customer support
One of the key drivers to long-term business growth is your ability to retain and nurture existing customers. In this blog, we are going to discuss how forward-thinking companies are using Slack to deliver better support and wow their customers.
Slack as customer support
With Slack, your customer support team has an incredibly powerful way to communicate to their customers. This is made possible with a Slack’s “Slack Connect” feature <add link>.
What is Slack connect
Slack connect allows you to connect securely with outside organizations to work with your customers, partners or vendors by moving the conversation to a shared Slack channel. You can also use apps in the shared channel to streamline processes, track customer requests and automate various other routine tasks.
Getting started with Slack Connect
1. Create the channel
Click on the + button next to channels in your sidebar. Name the channel and click on create.
2.Send invitation to customers
Send your customer an email invitation right from Slack, or copy the link provided and share it with your customer.
3.Wait for customers to accept the invitation
When your customer clicks on the link, they’ll be taken to Slack, where they can accept the invitation and set up the channel at their end.
4.Get admin’s approval
Get the Slack admins’ approval from both the sides.
Benefits of Slack Connect to customer support teams
Provide direct line of support to the customers
Enables cross-functional collaboration by bringing the right experts in loop on both the sides
Maintain all the customers’ context in one place letting the team members working on the next shift to take over the work
Embracing the conversation features of Slack Connect means your customers' interactions can feel more natural and human
Two different Slack customer support models
Dedicated one-to-one support
The idea here is to create a dedicated channel for each customer and declare ownerships for the channels at different times of the day. Some companies like Fastly provide this model as a perk for their premium enterprise customers. Slack channels have made it easier for customers and your team. Instead of splitting the team across various platforms like email and phone calls, everyone can see every ongoing issue immediately. If a different team member from product, engineering and other teams need to help out, they can jump in right away and the customers can see that the team is working towards solving their issue.
The community support model is about creating and facilitating customer community engagement. You can create a dedicated workspace inviting your customers and support team to join and collaborate with each other. Slack communities open doors for complete transparency, direct customer interaction and feedback, ability for the customers to give feedback on the new releases. Customers with concerns and questions could get responses from other customers. You can also create a community for insights and tips, where you can add links to blog posts, product pages to turn prospects into customers.
Both of these models have their own benefits. The former is a dedicated one-to-one model being able to provide premium support and proactively share updates to select customers. Whereas the latter enables a self service platform for the customers to discuss and support each other.
Integrating Troopr with Slack to solve customer problems faster
Troopr is a Slack-first ticketing platform. Troopr works by automatically capturing the Slack conversations and converting them into tickets in Jira Service Desk. Jira Service Desk empowers support team to track and manage tickets, so that the customers can quickly get the help they need. Jira Service Desk is free for 3 agents and unlimited customers. The customer support agents can label, categorize, and assign the tickets to a team member or loop in experts from other departments to solve the customer problems faster.
To get started, add Troopr to your workspace. Then invite Troopr to the shared support channel. This will serve as a central hub where all your customer tickets will be assigned and addressed.
Quickly create and triage tickets
Any time a customer asks a question, Troopr automatically captures it as a ticket. Every ticket on Slack, comes with a Slack thread that is seamlessly synced with Jira Service Desk. The customer support agent or customer can share support documents, media files or comments in Slack thread. These are updated to Jira Service Desk.
Likewise, if the agents make any updates to the ticket in Jira Service Desk, it is captured in the Slack thread for the customer to get a view on what’s going on with the request.
Measuring volume and performance
Now that all the requests are captured and tracked in Jira Service Desk, measuring key metrics is simple. You can track ticket volume without having to rely on manual counting. Also as we have set up expectations around response times for the channels, and measure performance in Jira Service Desk.
With Troopr, you can streamline Slack ticketing at both the ends. Both the customer and support agent will benefit from using Troopr and resolving the ticket where they are already working.
These simple processes mentioned above can get your support team on their way to build stronger relationships with your customers in Slack.