Productivity

Slack for Enterprise: Features, Benefits, and Best Practices

Slack for Enterprise: Features, Benefits, and Best Practices

If your organization is large and complex, you need something bigger than the usual Slack plans. You want to tap into Slack for Enterprise, or as Slack calls it, Slack Enterprise Grid. 

This robust platform is specifically designed to cater to the intricate needs of large-scale businesses, seamlessly integrating communication across various departments and with external stakeholders.

In this article, we're going to explore Slack Enterprise Grid, from its cutting-edge features and extensive benefits to best practices that can transform your organizational communication. Let’s jump right in!

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Productivity

Slack for Enterprise: Features, Benefits, and Best Practices

Paulina
Content Writer
January 29, 2024

If your organization is large and complex, you need something bigger than the usual Slack plans. You want to tap into Slack for Enterprise, or as Slack calls it, Slack Enterprise Grid. 

This robust platform is specifically designed to cater to the intricate needs of large-scale businesses, seamlessly integrating communication across various departments and with external stakeholders.

In this article, we're going to explore Slack Enterprise Grid, from its cutting-edge features and extensive benefits to best practices that can transform your organizational communication. Let’s jump right in!

What is Slack Enterprise Grid?

Slack Enterprise Grid is a Slack solution tailor-made for big players—large, complex organizations that need a bit more than what standard Slack plans offer. Think of multinational corporations, big nonprofits, or educational institutions with thousands of employees to keep in sync. This is what Slack for Enterprise is built for.

Source: Slack

What sets it apart? Firstly, it's built to scale. No matter how big your organization grows, Slack Enterprise Grid grows with you.

Then, there's the security aspect. We're talking about top-notch security features that are essential for large organizations. You get peace of mind knowing your communications are safe and secure.

But there's more! Enterprise Grid offers extensive integrations and customizable workspaces. This means each team or department can tailor their Slack experience to fit their specific needs, all while staying connected within the larger organizational framework.

In short, if you're a big business looking for a communication tool that's cohesive, secure, and efficient, Slack Enterprise Grid is what you need.

Key Slack Enterprise Grid features

So, how is Slack for Enterprise different from the rest of its offerings? Let’s take a look.

Enhanced security and compliance

One of the most robust features of Slack Enterprise Grid is its commitment to security and compliance. With enterprise-grade security, the platform offers data encryption in transit and at rest, along with support for enterprise key management and integration with popular DLP providers.

Gartner reports that 88% of enterprises rank cybersecurity as a top concern. That's where Slack Enterprise Grid comes in with its strong security features, making it an attractive option for companies that can’t take any risks.

Customizable and scalable workspaces

The ability to create and manage multiple interconnected workspaces is another key feature of Slack Enterprise Grid. This allows large organizations to set up individual workspaces for different departments, locations, or teams. At the same time, it keeps the door open for cross-team collaboration as needed.

The scalability and customization offered here make it a perfect fit for businesses that have diverse teams and complex structures.

Integrated workflows

Slack Enterprise Grid seamlessly integrates with over 2,600 third-party applications, making it a central hub for many organizational workflows. Whether it's project management tools like Asana and Jira, or CRM systems like Salesforce, Slack Enterprise Grid brings them all together. This centralization streamlines workflows and boosts efficiency across the board.

Compliance, certifications, and regulations

Finally, Slack Enterprise Grid is designed with a strong focus on compliance. It's tailored to meet your compliance obligations, adhering to widely recognized standards and equipping you with the necessary tools to manage these requirements.

Slack is compliant with the following:

  • SOC 2 Trust Service Principles;
  • ISO/IEC 27017 Cloud Computing Security;
  • FedRAMP (Li-SaaS);
  • GDPR (General Data Protection Regulation);
  • FINRA, and many more.

What's the difference between Slack Connect and Slack Enterprise Grid?

Slack Connect and Slack Enterprise Grid cater to different needs. Slack Connect is designed to improve communication with external organizations, allowing you to create shared channels with outside companies, clients, or partners.

On the other hand, Slack Enterprise Grid is tailored for large organizations, offering advanced features like enhanced security, scalable workspaces, and comprehensive administrative controls.

Slack Connect is offered under all Slack’s paid subscriptions, including Slack Enterprise Grid.

Slack for Enterprise pricing

Pricing for the Slack Enterprise Grid plan is customized based on the specific needs and size of an organization. Unlike standard Slack plans with fixed pricing, Enterprise Grid offers a more flexible approach. The cost typically depends on the number of users, desired features, and level of support required. Organizations interested in adopting Slack Enterprise Grid are advised to contact Slack's sales team for a tailored quote.

Best practices of using Slack Enterprise Grid

If you're leaning towards Slack Enterprise Grid, or already have it but suspect you're not tapping into all its features, here are some handy tricks to enhance your experience:

  1. Set up structured channels for better organization

As your complex organization is divided into departments, teams, subdivisions, or even countries, your Slack workspace needs to match that. The best way to organize your operations in Slack’s Enterprise plan is by setting up structured channels.

You can, for example, create channels for different departments like #marketing, #HR, and #sales. Likewise, if your business is spread across several countries, you can set up channels for different geographic locations or offices (e.g. #NYC-office or #London-HQ).

Well-structured communication channels enhance productivity by reducing time spent searching for information.

  1. Integrate with other business tools

Integrating Slack for Enterprise together with a range of business tools—think CRM systems, project management software, and HR platforms—can amp up your operational efficiency. This kind of integration creates a more unified and streamlined workflow.

It also means less time spent bouncing between different applications or sending emails. Imagine your teams tracking project progress, pulling up customer data, or handling HR tasks, all directly within Slack.

  1. Don’t forget training

Slack is constantly changing, and the Enterprise version comes loaded with additional features that your organization might not be fully taking advantage of. This is why ongoing training and support for users of Slack Enterprise Grid is essential.

Continual training ensures that employees are kept up-to-date with the latest features and best practices. This maximizes the benefits of the platform, ensuring your organization's communication strategy remains effective and up to speed.

Introducing Thena—a tool that makes Slack for Enterprise even better

Thena is an AI-driven customer management tool that enhances the functionality of Slack, particularly for B2B SaaS companies focusing on customer engagement and support. Here’s what it does:

Streamlined omnichannel customer support

Thena links together different communication channels such as Slack Connect, email, and web chat. Integrating these allows teams to handle customer interactions more effectively right within Slack. This means all customer questions, no matter where they come from, get pulled into one place. It leads to faster, more organized resolutions.

Effective request management

With its focus on managing customer requests, Thena simplifies tracking and resolving issues. It integrates seamlessly with ticketing systems such as Zendesk and Freshdesk, providing a cohesive platform for handling customer support tickets. This is particularly beneficial for companies dealing with high volumes of customer interactions.

Customer service analytics like no other

Keeping tabs on customer service analytics directly through Slack can be a bit of a challenge. Sure, you can see how many users are active in channels, count the messages sent, and other basic metrics. But when it comes to really understanding customer conversations and gaining insights, Slack falls short.

This is where Thena steps in. It offers detailed analytics that give you a clear picture of how your customer service is doing and can even help predict customer behavior. With Thena, you're equipped to track:

  • Requests detected;
  • Unresolved requests;
  • Closed requests;
  • Escalated requests;
  • One touch resolution;
  • Median first response;
  • Median time to resolution;
  • SLA breaches;
  • CSAT responses over time, among others.

Enhanced internal helpdesk support

Apart from external customer support, Thena also facilitates internal team request management. This feature allows for better coordination within teams, ensuring that internal queries are addressed promptly, which is crucial in large-scale enterprises.

The bottom line? Incorporating Thena into your Slack Enterprise Grid allows you to create the ultimate ecosystem that enhances internal communication and the level of customer engagement and support.

Conclusion

Slack for Enterprise is the ultimate solution for complex organizations looking for one, secure platform to manage all company-wide and customer communications. Thena makes it even better! Book a free demo to see how it works.

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