Customer Management

5 Reasons Why Your Customer Wants Slack

Content Writer
September 5, 2022

Since its inception in 2013, Slack has been steadily growing and becoming a favorite instant messaging platform for businesses. Initially adopted as a solution for internal team collaboration and communication, Slack is now widely used to interact with prospects and customers.

Sales teams are raving about Slack's benefits, which include 15% shorter sales cycles and 13% more deals closed. Meanwhile, customer support personnel say Slack helps them meet customers’ expectations for live support.

So, with so many advantages, it should be a no-brainer why your customers want Slack. But, if you still have some doubts or need that extra nudge, stay until the end of this article to learn about five reasons why your clients desire Slack.

Five Reasons Why Your Customer Wants Slack

1. They’re Already on Slack

Slack is a pretty popular communications tool, capturing an impressive one-third of the market and having a long list of companies using it. So, there’s a good chance that your B2B customers are already on Slack.

And, they’re not only using it for their internal communications but also expect to use it when dealing with external partners, service providers, and vendors.

It no longer makes sense to switch platforms or go on a vendor's website to log a customer support ticket. B2B clients never face a straightforward issue that a single customer service representative can address—they almost always run into a problem requiring multiple stakeholders’ involvement.

So, how do you get all these different parties talking? You simply use a Slack channel dedicated to facilitating such conversations.

2. They Expect Instant and Personalized Customer Support at Their Fingerprints

Gone are the days when B2B clients could wait for somebody from your developer team to address a pressing software integration problem. Your customers expect nothing less but instant and dependable customer support.

Besides, B2B customers also want companies to be well-informed and acquainted with their business. According to a survey by Gartner, 86% of B2B clients wish organizations to be knowledgeable about their company data during service interactions. 

B2B clients expect you to have access to any information deemed helpful when approaching a new query, and it can be anything from CRM records to past customer service tickets. 

Thanks to Slack and its vast list of integrations, accessing this information is effortless. At the same time, tools, such as Thena, can turn customer queries into Thena requests, saving manual effort and empowering your teams to deliver resolutions to customers in minimum time.

3. Slack Is Instant, and Email is Not

When your clients interact with you, they want to do it in real-time. 

Imagine they purchased your product, and now they require your technical team to assist them in integrating it with the rest of their tech stack. In this case, Slack can serve as a central hub for collaboration, increasing the agility of both parties. The platform also eliminates the need to wait, whether for the next opportunity when the schedules of your internal and client team align or when an email gets responded to.

Slack also keeps track of all conversations, making it much simpler to provide a nuanced and faster response next time your customers run into trouble.

4. They Desire a Frictionless Channel to Give Feedback on Your Product or Service

Yes, your customers will appreciate you getting to their issues quickly and in real-time, but they also want an open channel to voice their opinion on the less obvious pain points.

Slack Connect offers an opportunity for your customers to give their non-tainted and unsolicited feedback as part of the conversation. Maybe you brought out a new business product or recently updated the software; no matter the occasion, you want to give your customers a platform where they can share their opinion and suggestions. 

Above all, this boosts client satisfaction and increases loyalty by demonstrating that customer feedback matters and implementing solutions.

5. They Want a Connected Experience

Acquiring, nurturing and retaining a B2B customer is no small task, but you can use Slack Connect to deliver a unified and highly-conversational experience that your buyers expect.

Your customers will always have questions or doubts, whether a quick clarification on the technical aspects of your product or a question about the pricing for additional features; using Slack means that they can get answers as and when they need them from the subject matter experts. 

You want to ensure that your customers get high-touch, accurate, and personalized assistance. After all, you don’t want a sales executive to attempt to answer a complex technical question and give a wrong answer. Your customers will not appreciate receiving incorrect information, which can skew the trust they put into your business.

Why Your Customers Want Slack with for Customer Success

FeatureBenefitWhy Customers Love It
Real-Time Communication:Get answers and resolve issues quickly through real-time chat within Slack.No more waiting on hold or lengthy email exchanges. Customers can connect with support agents instantly and receive timely assistance.
Centralized Hub:Manage all communication (questions, requests, updates) in one convenient location - their Slack workspace.Eliminates the need to switch between different platforms or search through email threads. Customers have a clear history of their interactions with your support team.
Personalized Support:Leverage to personalize interactions based on customer data and past interactions.Customers feel valued and understood. can suggest relevant knowledge base articles, troubleshooting steps, or connect them with the most appropriate support agent.
Simplified Knowledge Sharing:Embed knowledge base articles, FAQs, and tutorials directly within Slack channels.Customers can find self-service solutions to common questions or troubleshooting steps without waiting for support agent assistance.
Proactive Engagement:Utilize to monitor customer conversations and identify potential issues or opportunities for proactive support.Anticipate customer needs before they escalate and address concerns before they become problems. This demonstrates a commitment to customer success.
Faster Issue streamlines workflows and automates repetitive tasks (e.g., ticket routing, status updates).Support agents can resolve issues quicker, leading to improved customer satisfaction and reduced wait times.
Improved Transparency:Customers receive real-time updates on the status of their inquiries or requests.They stay informed throughout the support process, fostering trust and confidence in your ability to resolve their issues.
Convenient Collaboration:Easily share files, documents, and collaborate with support agents within Slack.Simplifies communication around complex issues and facilitates a more efficient problem-solving process.
Seamless Integration:Integrates seamlessly with existing tools and workflows (e.g., CRM, billing systems).Customers don't need to learn a new platform to interact with your support team. They can leverage the familiar interface of Slack.
Fun & Engaging Environment:Slack provides a more casual and engaging communication experience compared to traditional email support channels.This can lead to increased customer satisfaction and a more positive brand perception.
Community Building:Participate in dedicated customer Slack channels for product updates, discussions, and peer-to-peer support.Fosters a sense of community, allows customers to learn from each other, and provides access to a wider knowledge base.
Multilingual Support:Leverage's real-time translation capabilities to overcome language barriers.Customers receive support in their preferred language, ensuring clear communication and eliminating potential misunderstandings.
Automated Feedback & Surveys:Utilize to automate post-interaction surveys within Slack.Gather valuable customer feedback in real-time to understand their experience and identify areas for improvement.
Sentiment analyzes customer conversations to gauge sentiment and identify potential dissatisfaction.Proactively address negative feedback and prevent customer churn.



What are the benefits of using

Thena helps businesses improve customer support on Slack by:

  • Integrating email-based ticketing systems, and routing customer requests. This allows businesses to manage all customer interactions in one place and avoid the need to switch between different platforms.
  • Automating tasks such as assigning tickets and sending notifications.
  • Providing features to help businesses measure customer satisfaction, such as CSAT surveys.

Overall, Thena helps businesses improve the efficiency and effectiveness of their customer support on Slack.

What are some of Thena's AI-powered features?

Thena's AI-powered features include:

  • Slack Triage: AI-powered request routing in Slack
  • CSAT: Manage Slack chaos with AI

How can Thena improve customer support?

Thena can improve customer support by:

  • Integrating with email-based ticketing systems
  • Routing customer queries into Slack requests
  • Providing real-time communication
  • Offering a channel for customer feedback
  • Connecting customers with subject matter experts
  • Providing accurate and personalized assistance

Wrapping It Up

Slack makes collaboration and communication more manageable and more productive, allowing B2B companies to provide exceptional and real-time customer support that clients value. There is a good chance that your clients are already on Slack, so why not meet them where they already are?

Not sure how to maximize your customer management using Slack? Try Thena today and make the most of your Slack conversations.


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