Benefits of Slack Connect 

Using Slack for customer service might be one of many things that come to mind. But the software proves itself to be a customer journey powerhouse with many handy features and tools embedded.

As emails become increasingly obsolete, overtaken by endless spam messages and difficult-to-navigate user interfaces, Slack provides an efficient and easy-to-use all-in-one software for your organization. As 43% of Fortune 100 businesses are using Slack enterprise licenses, it is easy to recognize that Slack has the potential to be utilized as a number one B2B customer experience platform. 

One of the many reasons for its popularity is its interconnected nature. Slack is not a standalone tool but can benefit from thousands of integrated apps and solutions across its workspaces.

Slack has something to meet every need, from CRMs to video conferencing, project managing, and conversational ticketing options. Why drag your clients from their existing communication channels? Maximize organizational efficiency and meet them where they operate daily already.

Moreover, with 90% of data breaches caused by phishing emails, Slack’s security was built to tackle cyber attacks. It focuses on user privacy and enterprise-grade security, ensuring its platform complies with the most common data regulations, such as GDPR and CCPA. Organizations even can encrypt their conversational data with their security keys to fully secure customer data.

4 Slack Connect Best Practices

1. Tailor Your Invitations 

One of the greatest things Slack Connect brings to the table is the ability to invite your clients and partners from other organizations and engage with them directly. As a standard, Slack Connect invitations are sent via direct emails to recipients who need to accept invitations to join your workspace manually. 

The invitation requests can be monitored by an authorized admin, ensuring the right customers are joining. Remember that only paid customers can fully participate in Slack Connect channels, and users registering without a license will trigger a 90-day trial period. Ensure you invite your stakeholders to relevant channels to avoid confusion and unnecessary back and forth. 

2. Set Guidelines

While it’s great that you can get all your customers in one place, setting out some ground rules for your users with a welcome post is essential. This will help to set clear expectations with your clients and pre-address frequently asked questions such as typical response times and appropriate sub-channels. 

Your Slack Connect guidelines should also include communication norms. Most corporate workspaces have a common ‘language’ (e.g., eyeball emoji means someone saw your request, a tick that it has been addressed) that can help to decode conversations. Attach relevant files and guidelines to your welcome message and ensure that you trigger a workflow that can automatically send a copy of this to any users who join at a later date.

3. Integrate and Automate

Slack’s directory has over 2400+ apps in its repertoire to make your customer journey more complete. Although clear communication is vital with your client, it is often simply not enough. Through Slack Connect, you can initiate video calls through Zoom and help your team to stay on top of projects with Trello or Monday integrations. 

Furthermore, with the help of tools such as Thena, you can quickly triage customer issues without forcing them to fill out lengthy self-service forms or wait in a phone cue for hours. 63% of service agents struggle to balance speed and quality when responding to customer problems. Thena’s conversational ticketing can streamline your client journey and radically reduce daily response time. 

Tickets can be converted into quick requests and assigned to relevant team members to address without ever having to leave Slack. Utilizing Slack Connect for customer service can bring a 64% decrease in backlog tickets for your support team and incredible value to your customers.

4. Keep an Eye on Metrics

Slack Connect is a fantastic way to stay close to valuable customer data at your fingertips. There are a wide variety of metrics that you can track through Slack channels (with the help of Thena), such as Customer Satisfaction Scores (CSAT), Average Response, and Resolution times, that can help you to optimize your customer journey. 

You can also access valuable information such as user behavior and engagement analytics. Enabling you to get notified when users perform particular actions, such as joining channels or aborting processes. 

It’s a Wrap

Slack Connect can truly revolutionize your customer service by providing a streamlined and simple solution. Integrated tools like Thena can help you to create a smooth conversation with your clients, covering all your service needs, from handling tickets to tracking metrics. 

Let us help you to build a next-generation customer journey with Thena.