Revolutionizing Customer Success with Slack in B2B SaaS
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Around a billion messages are sent on Slack every week, proving how popular this tool is. And when it comes to B2B customer support, Slack is a winner – fact!
Yet, too many messages on your dedicated Slack channels for customers can quickly get out of control. Worse, you might miss an important customer request or “call for help.”
Is there a solution to this? Yes! Slack alerts with Thena – a one-of-a-kind feature that saves you the time you’d otherwise spend manually triaging incoming requests.
Ready to learn how Thena’s Request Detection Alerts can power up your B2B customer support? Let’s dive in!
Building world-class B2B customer support on Slack requires offering proactive support and rapid, accurate resolutions while simultaneously tracking your metrics. However, noisy channels made up of your team members and the client’s key decision-makers mean that some messages can get lost in the shuffle.
Why do the messages get lost in the first place? Natively, Slack cannot recognize customer requests in the text of a message; hence, your mission-critical requests can start falling through the cracks. When that happens, your clients will take notice and eventually churn.
The good news is that Thena addresses this mishap, and here’s how.
Thena Request Detection Alert is an intelligent feature that identifies requests in customers’ messages, flags them up, and sends an alert to a channel of your choice.
The key benefit of Thena’s Request Detection Alert is that it automatically highlights customer messages that potentially contain information or an issue you need to act on. This means that you always stay on top of customer requests and save time, whether you’re closely monitoring the channel or not.
Suppose your customer sends a message with something you need to act on. Thena flags the message as a request in an internal channel. From there, you can do the following:
- Create a ticket in your email ticketing system
- Assign it to other colleagues or yourself to investigate further;
- Mark the alert closed if no further action is needed.
Additionally, you can customize the alerts based on your company's needs and preferences in interacting with customers. Not sure how? Check out our guide on alert configuration here.
If you think the benefits end here – think twice! With Thena, your Slack workflows get even better depending on your chosen course of action.
If you decide to create a ticket out of the customer message, your request will be sent to third-party integrations, like Intercom or Zendesk.
Have you assigned the request to yourself, as it’s your area of expertise? No worries. Thena will highlight it in your account’s “My Summary” section so you can easily see and manage all tasks under your name.
If the customer request needs one of your peers to take a look, the “Assign to someone” feature will allow you to notify your colleague of the assignment.
No action needed? Simply close the request and move on to the next one!
Are you ready to bring clarity and boost time-to-resolution in your Slack channels for customers? Get your messages and communications on Slack in order with Thena.
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