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Revolutionizing Customer Success with Slack in B2B SaaS

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Productivity
Email or Slack? Which Platform Is The Winner to Manage Customers Efficiently?
Sucharitha
5 min read

Tired of scrolling through multiple email chains and anxious about missing out on an important customer conversation? Meet Slack. A supreme collaborative tool aka messaging app that’s been aptly termed the “email killer”! You’ll find out why.

The average length of an email is found to be around 438 words with an approximate reading time of 3.3 minutes! And considering you receive 50 emails a day, the math is super alarming. This is when Slack comes to your rescue. 

Slack has been used in over 150 countries across the globe and this number continues to grow! A smart messaging tool used for all kinds of communication, Slack has grown to be one of the most popular collaboration platforms for businesses. 

But can Slack replace your emails for efficient customer management? Let’s find out.

Slack vs email - The never-ending debate

Slack lets you have all your team and customer conversations, and tools in a single place. And not just one-on-one chats, with Slack you can communicate in groups through channels. So “real-time” messaging is the key takeaway here!

Here’s what you can finally stop doing once you start using Slack:

- No more forwarded emails to follow up with your customers or teammates.

- Want to set up a quick meeting? Drop it in your channel.

- No more spam or email phishing risks.

- Better engagement with your co-workers.

- You do not have to CC unnecessary folks anymore and can get to the point quickly.

- Lesser turnaround time. No more wasting time scrolling through your email clutter where the search option is pretty weak, to say the least!

Need more reasons why Slack outdoes email in almost every aspect? Here’s a look into how Slack can help you manage customers and their needs the right way.

6 incredible benefits of Slack over emails

1. Rapid communication

Want instant replies from your team or customer? Use Slack. Messaging in Slack is more like a direct message (DM) and very straightforward. You can also mention their username in the channel to immediately notify them of urgent issues.

2. Collaboration in real-time

The pandemic has made us lose a real-time feel while networking. And back-and-forth emails never really provide an intimate sense of collaboration.

But Slack breaks these silos and pushes your business towards creating a personalized communication hub for both the parties - your internal team and your customers.

3. Easy integration with 1000+ third-party tools

Want to turn customer data into insights? Integrate Slack and a customer communication platform like Thena along with your customer success or CRM tools. Is your productivity a concern lately? Similarly integrate Asana or Notion into your Slack workspace!

This feature is undoubtedly a winning factor over emails and one of the major reasons for Slack’s popularity. And with the free version, you can integrate up to 10 apps.

4. Highly secure

We get it. Moving your confidential customer-related conversations onto a “messaging” app can make you hesitate. But Slack employs top-notch security measures with what they call enterprise-grade data protection.

With Slack’s security features in identity and device access management, and data protection, you do not have to worry about sensitive customer data falling into the wrong hands.

5. Grouping messages into streamlined channels

Make sense of your team’s and customer’s messages in one go by grouping them into streamlined channels. No more emails filling up your inbox and key customer requests being lost in archives or worse - the spam folder!

Well-organized channels save you time and effort as they let you have multiple conversations at once. And the result? Lesser chaos, quicker follow-up, and better prioritization of critical customer tasks.

6. Free flow of conversations leads to better data inputs if tracked

Is too much info really necessary? With Slack, you avoid the usual greetings and get to the context quickly. When you use emails to communicate, it gets super hard to track every customer conversation and arrive at conclusive data inputs that’d help your business. 

Slack makes it effortless to track customer conversations as you can easily save or pin vital information. Add a suitable CRM tool to your workspace, and you have full-fledged insights ready to go.

When should you consider switching from email to Slack to manage customers?

Still confused if you should kick off your customer management with Slack? Here are 4 sure-shot ways you know that there’s no better time than now to switch from plain-old emails to Slack:

1. For instant communication with your customers using dedicated channels.

2. While building a well-connected internal team or a community of like-minded folks who share similar insights.

3. To save precious time following up back-and-forth.

4. To increase your business’ productivity with effective automation and integration with worthy apps that contribute to overall growth.

5. And finally, for building better customer relationships and extracting valuable data inputs that drive your business forward.

The bottom line

Slack can help you build personal connections with your customers while working on similar goals, no doubt. But is it a full-blown replacement for email? Not necessarily!

Want a more efficient way to track and manage your customers all in one place? Meet Thena! A one-of-a-kind customer communication platform to propel your business with super useful insights.

Manage your customers the right way! Drop us your email today for an exclusive invite.

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