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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 Thena.ai for Customer Success
Feature | Benefit | Why customers love it |
|---|---|---|
Real-time communication | Get answers and resolve issues quickly through real-time chat within Slack. | No waiting on hold or lengthy emails. Customers get instant, timely help. |
Centralized hub | Manage all communication in one place—their Slack workspace. | No app-switching. Complete support history is right there. |
Personalized support | Tailor interactions using customer data and history. | Customers feel known. Thena suggests relevant articles or routes to the best agent. |
Simplified knowledge sharing | Embed knowledge base articles, FAQs, and tutorials directly in Slack. | Easy self-service access to info—no need to wait on a rep. |
Proactive engagement | Monitor conversations and identify issues early. | Support before problems escalate, building trust and retention. |
Faster issue resolution | Automate tasks like ticket routing and status updates. | Quicker responses, happier customers, and reduced agent load. |
Improved transparency | Customers receive real-time updates on their requests. | Keeps them informed and builds confidence in your support process. |
Convenient collaboration | Share files and collaborate with support agents in Slack. | Simplifies handling complex issues—all in one channel. |
Seamless integration | Works with existing tools like CRM and billing systems. | Customers stay in tools they already know—no new platform needed. |
Fun & engaging environment | Slack makes support more casual and approachable. | Creates a better customer experience and improves brand perception. |
Community building | Join dedicated Slack channels for updates and peer support. | Builds a customer community and expands access to shared knowledge. |
Multilingual support | Use real-time translation to support global customers. | Customers get help in their preferred language—no confusion, just clarity. |
Automated feedback & surveys | Trigger surveys after interactions directly in Slack. | Captures instant feedback and helps you improve faster. |
Sentiment analysis | Analyze conversation tone to spot dissatisfaction. | Proactively address negative sentiment and reduce churn risk. |
FAQ's
What are the benefits of using Thena.ai?
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.
