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Elevating Slack support and helpdesk operations with Thena

Paulina
Content Writer
October 25, 2023

Every business leader knows the sting of lost opportunities when customer queries go unanswered or the frustration that bubbles up when helpdesk operations hit a snag. And these aren't just operational hiccups. They're glaring pitfalls that erode trust and dent a brand's image.

Long wait times, unresolved tickets, and communication gaps aren't mere inconveniences; they're business vulnerabilities that can negatively impact the bottom line.

Slack emerged as a solution in this challenging landscape, offering real-time messaging to bridge these gaps. And, Thena, the next-generation solution to Slack B2B support takes it a step further in helping overcome Slack support and helpdesk challenges.

Want to know more about it? Here's a sneak peek into this blog's contents:

Slack’s role in B2B customer support

Slack, at its heart, was designed to boost team communication. But its potential reaches far beyond the realm of internal team conversations. As businesses recognized the speed, flexibility, and efficiency of Slack, it swiftly became a go-to tool for real-time customer support.

Imagine this scenario: A customer faces an issue with a product. Instead of shooting off an email and waiting hours (if not days) for a response, they can quickly reach out via the Slack Connect channel and get a real-time response, leading to instant resolution and a happier customer.

The immediacy and collaborative nature of Slack means agents can pull in resources, ask questions, and solve problems at lightning speed. The shift to Slack reflects the modern consumer's need for immediacy and directness.

The evolution of customer support

Over the past ten years, customer support has changed. If for customers email or phone were the first choice when reaching out to businesses, today they want rapid solutions via their preferred channel. A study by HubSpot found that consumers want to communicate with businesses via 13 different channels, which is a lot, right?

In addition, 38% of customers are more inclined to buy from companies offering live chat support, and 51% are likely to make repeat purchases with businesses that provide this feature. This paints a clear picture: traditional support methods, while still essential, are no longer enough. Customers crave swift, real-time time support, and they expect it on the platforms they use daily.

In a B2B environment, many turn to Slack. Why? Because Slack’s real-time messaging, robust integrations, and intuitive design make customer support feel natural. Plus, with a few handy tools, Slack can turn into the ultimate communication powerhouse that facilitates digital-first, omnichannel customer support.

One tangible example is IBM. With over 350,000 employees, they've championed the use of Slack for seamless communication not just internally, but with B2B clients as well. Their CIO mentioned that by integrating Slack into their support infrastructure, they've seen faster issue resolution and more productive interactions.

Likewise, Forrester conducted a survey involving 550 Slack users globally, along with 4 decision-makers. Their findings? Deploying Slack in customer service teams led to substantial savings—up to $2.6 million in ticket costs. And the cherry on top? A remarkable 294% return on investment.

In short, customer support is moving towards fast, efficient, and multi-channel methods. And, as teams seek the best solutions, tools like Slack are emerging as the most effective for B2B support.

4 key features of Slack support and helpdesk

You may ask, "What characterizes the Slack support and helpdesk solution?" At a basic level, they should have these features:

1. Ticket management

Intelligent ticket management is the first, and most important, feature you should look for in your Slack support and helpdesk solution. The cost associated with addressing a help desk ticket manually stands at $22. Yet, by leveraging automation, we can resolve approximately 22% of all service desk tickets with minimal to no cost.

In a Slack-centric environment, it's vital to have a feature where users can easily create, update, and monitor support tickets without leaving the platform. For instance, imagine a scenario where a team member could convert a Slack message into a support ticket with a single click. Such seamlessness boosts efficiency and ensures that no issue goes unnoticed.

2. Automated workflows

Automated workflows significantly enhance agent efficiency and streamline customer support operations. In the context of a Slack support and helpdesk tool, this could involve a bot that assigns tickets based on factors like department or urgency. Equally, the tool should support emojis allowing to indicate the status of a request, whether it's under review or resolved.

Such automation expedites the response time and ensures that tickets land in the right hands from the outset.

3. Third-party integrations

An effective Slack helpdesk tool should integrate with other key business tools, including CRM, project management software, and email ticketing systems for those who still favor these support channels.

Think of the advantages for a customer success team or support reps: with Slack's connection to platforms like Salesforce or HubSpot, they can quickly retrieve a customer’s entire history and associated notes. This provides a wealth of information right at their fingertips, allowing for faster, more personalized support.

4. Analytics

Analytically advanced organizations often outperform their competitors, and this edge extends to customer service metrics. A Harvard Business Review study revealed that 80% of businesses leverage customer satisfaction scores to enhance their customer experience.

At the very least, an effective Slack helpdesk tool should include an analytics dashboard that provides real-time insights. Additionally, it should provide weekly reports highlighting recurring issues and assessing the productivity of support agents.

To cap it off, Slack helpdesk should combine smart ticketing, automation, seamless integrations, and deep analytics. However, given Slack’s limited native capabilities, you can’t really harness the platform’s full potential. Unless… You use Thena.

Introducing Thena: The Ultimate solution for Slack support

Thena is an intelligent B2B engagement platform for Slack, designed for modern businesses to enhance support and helpdesk interactions by meeting customers where they are.

With Thena, you can manage shared Slack channels with clients, categorize customer channels by request type, link with other in-house tools, facilitate customer request escalation, and study user behavior.

What makes Thena stand out as a complete solution for Slack support and helpdesk are its unique features. Here’s how Thena enhances your support operations via Slack:

Ticket management

One of Thena’s best features is intelligent ticket management. The platform uses OpenAI technology to precisely identify customer requests as part of Slack conversations, meaning your agents don’t have to scroll through messages to identify them.

Once identified, these requests are channeled to the Request Triage Channel. Here, agents can leverage automated workflows, ensuring that each request is addressed promptly and efficiently.

Task and workflow automation

As we mentioned above, automating workflows and tasks is crucial to saving time for your agents and delivering faster resolutions to your customers.

Thena's automation streamlines the tasks related to customer requests from ticket initiation to resolution. How? Firstly, it auto-assigns incoming customer requests, directing tickets to the initial responder or a specified CSM. It then allows agents to use emojis like đź‘€ for ongoing requests and âś… for completed ones which speeds up ticket lifecycle.

Furthermore, Thena offers features like conversational grouping; if a customer sends subsequent requests within 2 minutes of their initial one, Thena consolidates them. Additionally, there's an auto-responding capability, allowing for pre-configured responses to be sent to messages identified as customer requests.

Knowledge base integration

Thena provides another cool feature—knowledge base integration, which lets AI generate responses to the customer from your stored information within Slack.

You can get multiple AI-generated draft responses which you can pick up, edit, and send instantly to your customers. The best part? You can track AI question-answering efficacy and optimize your performance with data-rich insights.

Ultimately, this seamless integration and analytics-driven approach enhance Slack helpdesk efficiency, ensuring faster and more accurate customer interactions.

Analytics

Finally, we’ve got the analytics feature that helps extract valuable insights from your engagement with customers. Thena supports an intelligent dashboard where you can find information on:

  • Total number of requests detected;
  • Unresolved requests;
  • Closed requests;
  • Escalated requests;
  • One touch resolution;
  • Median first response time (working hours);
  • Median first response time (24/7);
  • Median Time to Resolution (Working Hours);
  • Median Time to Resolution (24*7).

You can also track customer sentiment and other important customer service metrics. Armed with this data, you can refine and improve your customer service operations, ensuring optimal performance and resource allocation. But that’s not it.

Why Thena excels in Slack support and helpdesk

With Thena, you can elevate your Slack helpdesk and support to unparalleled customer and agent experience, thanks to its:

  • Ability to reduce response times: Thena can effectively reduce response times by 95%, which is impressive. According to HubSpot research, 90% of customers rate an “immediate” response as important or very important when they have a customer service question.
  • Improved task management: Managing tasks with Thena is straightforward thanks to its intuitive design and integrations with other business tools, including Notion, Jira, Linear, Shortcut, Salesforce Cases, HubSpot, Zendesk, and Intercom. This means your support teams manage all customer-related interactions with ease within Slack.

Enhanced customer interactions: Thena prioritizes customer engagement. The platform is crafted to foster impactful, purposeful, and resolution-oriented interactions. Moreover, it ensures full transparency, so customers are always informed and reassured that their concerns are being addressed.

Real-world success stories

Diving into real-life experiences offers the best insights. Let's explore some customer success stories that demonstrate the transformative power of Thena’s Slack helpdesk.

WorkRamp

Workramp, a leading learning management system, was facing challenges managing the overwhelming volume of support requests coming through various Slack channels and Intercom web chat. This significantly impacted their customer retention and success metrics. 

After deciding to incorporate Thena's Intercom connector solutions, they've optimized their support ticket handling procedures, resulting in faster response times and freeing up 30% more capacity for their support team.

Mixpanel

Mixpanel, an analytics platform, struggled with fragmented Slack helpdesk operations due to a disjointed workflow between Zendesk and Slack. This led to communication delays and subpar customer service. However, by adopting Thena’s Zendesk connector, Mixpanel elevated its helpdesk support, reducing response times by 95% and resolution times by 50%. Impressive, right?

Introduction to Slack Helpdesk Integration

Ever gotten stuck in a maze of emails or lost a customer's request? It's probably time to look at Slack Helpdesk Integration. It's simple: mix Slack with your helpdesk, and watch your customer support game change. Slack isn't just good for team chats—it turns into a super tool for customer service once you pair it with a helpdesk. This combo helps your team answer faster, sort conversations smarter, and work together better. Imagine fixing a customer's problem right in Slack, with your team all pitching in. No more hopping from app to app or losing important details. With Slack Helpdesk Integration, everything you need for stellar customer support is in one spot. This makes things smoother for you and your team, and keeps your customers smiling, too.

The Importance of Streamlining Customer Support

Customer support aims to make customers happy and quickly solve their problems. Think of it as building a fast lane from troubles to fixes. Making support faster means quicker fixes, better response times, and more smiles all around. Satisfied customers usually stick around and spread good vibes. Plus, a smooth process lets your support folks focus on delivering top-notch help. It's a win for everyone involved.

In addition, efficient customer support can also lead to cost savings for your business. When support processes are streamlined, resources are utilized more effectively, reducing the need for unnecessary expenditures. This improved efficiency can contribute to overall operational effectiveness and financial success. By investing in streamlining customer support, you are investing in the long-term sustainability and growth of your business.

What is Slack Helpdesk Integration?

Slack Helpdesk Integration turns your Slack into a powerhouse for tackling customer needs. Imagine transforming your Slack space into the heart of customer support activities. This setup links Slack with your go-to helpdesk software, allowing your crew to handle support tickets straight from Slack. No flipping through apps or tabs, just a seamless workflow. Slack Helpdesk Integration keeps everything - customer questions, ticket updates - visible in your Slack channels. It's all about streamlining the process, so your team can zoom in on customer support, ditching the complexity and juggle of too many tools.

Slack Helpdesk Integration lets companies boost customer support smoothly, making the team more efficient and productive. It keeps all customer chats in one spot on Slack, making sure every vital question and ticket update is in easy reach for support folks. With Slack's instant vibe, answers and chats flow quicker, making customers happier. Plus, Slack's teamwork tools help the team collaborate better, share smart ideas, and fix problems fast. In short, adding Slack Helpdesk Integration can really level up support services and make customers' experiences better.

Key Features of Slack Helpdesk Integration

Slack Helpdesk Integration comes packed with features that make managing customer support easier and more efficient. First up, centralized messaging lets you keep all customer conversations in one place. This means no more switching between apps to track down information or updates. Secondly, automated ticket routing automatically directs customer queries to the appropriate team member, ensuring issues are resolved quickly. Another major plus is real-time notifications. These alerts keep your team in the loop about new or updated tickets, making sure nothing slips through the cracks. Also, knowledge base integration allows your team to access relevant information and answers directly within Slack, cutting down on response times. Lastly, customizable workflows give you the power to tailor the ticket management process to fit your team's needs, boosting efficiency. Each of these features is designed to streamline your customer support process, directly impacting how satisfied your customers are with your service.

The centralized messaging feature ensures that all customer communication is efficiently organized in one place, eliminating the need to switch between various apps. Automated ticket routing streamlines the process by directing customer queries to the right team member promptly. Real-time notifications keep your team informed about new or updated tickets, ensuring no issue goes unnoticed. With knowledge base integration, accessing relevant information within Slack becomes seamless, improving response times. Customizable workflows empower you to personalize the ticket management process, enhancing overall efficiency and effectiveness. Together, these features aim to optimize your customer support operations and enhance customer satisfaction.

Moreover, the embedded reporting and analytics shed light on your team's output and customer chats. Linking with CRM tools, you get a full picture of client info, paving the way for deeper, more meaningful support. Chatbot features take over routine questions, allowing your staff to tackle the tough stuff. Thanks to support for multiple languages, your service reaches widely, helping customers in various tongues. Continuous improvements keep your support system fresh and ready to adapt to new demands.

Benefits of Integrating Your Helpdesk with Slack

Linking your helpdesk to Slack is a game-changer. It ramps up your team's efficiency and elevates customer happiness. Here's the breakdown. First off, it cuts down on waiting time. Messages from customers appear in real time on Slack, so your team can respond immediately. No more customers left in the dark, wondering about their messages. Next up, it streamlines team chats. Forget about endless email chains or misplaced notes. Your crew can tackle and sort out issues directly on Slack, keeping everyone informed with ease. Finally, it organizes everything. Slack's channels can be set for various themes or departments, ensuring support requests stay separate from other chats. Thus, every customer concern is addressed. Adding Slack to your helpdesk isn't just smart; it revolutionizes how you handle customer support, all without the stress.

Thena.ai: Supercharge Your Slack Helpdesk

FeatureBenefit
AI-Powered Request DetectionEffortless Ticketing
Real-Time Sentiment AnalysisProactive Customer Support
Intelligent Ticket RoutingStreamlined Workflows
Automated WorkflowsIncreased Efficiency
Conversational TicketingFrictionless Support
Pre-Built IntegrationsSeamless Ecosystem
Actionable Data & AnalyticsData-Driven Decisions
Hyper-Personalized EngagementStronger Relationships
Proactive OutreachImproved Satisfaction
Focus on Lead Acquisition (B2B)Powerful B2B Tool

Managing Customer Support Tickets Through Slack

When you integrate customer support into Slack, managing tickets becomes straightforward and efficient. Let's break it down. You get a message straight in Slack the moment a customer submits an issue. This means you can respond faster than ever. Plus, your whole team can see what's happening in real time. No more forwarding emails or digging through inboxes. Here's the simple beauty of it: every ticket can be assigned to the right person or team with just a click. And tracking the status? Just as easy. You can set up custom alerts to keep everyone in the loop about ticket progress. This setup is not just about speed; it's about making sure no customer feels ignored. The goal is simple: quick responses, happy customers.

Integrating customer support directly into your Slack workspace can streamline your communication channels and enhance your team's efficiency. By receiving instant notifications in Slack when a customer submits an issue, your team can provide quicker responses and stay updated in real time. Assigning tickets to the appropriate individual or team is effortless with a simple click, and monitoring ticket status is just as convenient. Custom alerts can be set up to ensure everyone is informed about ticket progress, contributing to a seamless customer support experience where no customer feels neglected. The ultimate aim is to prioritize prompt responses and achieve customer satisfaction.

With the centralized communication hub that Slack provides, customer support inquiries are easily accessible and the team can collaborate effectively to resolve issues promptly. Additionally, the integration of customer support within Slack minimizes the need to switch between different platforms, saving time and reducing the chances of overlooking critical tickets. This cohesive approach fosters a proactive customer support environment where issues are addressed efficiently, leading to increased customer loyalty and satisfaction.

Tips for Maximizing Efficiency with Slack Helpdesk Integration

To really get the most out of your Slack Helpdesk Integration, start by setting up clear, automated responses. This means whenever someone asks a common question, Slack automatically gives them an answer. Saves time, right? Next, use the power of channels. Create different channels for specific issues. This way, queries go directly to the expert on that topic. It keeps things organized and speeds up responses. Don't forget about using Slack's search feature. It's like a goldmine. Quickly find previous solutions and share them with customers or team members. This cuts down on repeating work. Lastly, integrate other tools you're using with Slack. This means all your tools talk to each other, making information easy to access and actions quicker to perform. Efficiency isn't just a buzzword here; it's about making sure your team can focus on helping customers effectively without getting bogged down in chaos.

One additional tip for maximizing your Slack Helpdesk Integration is to regularly review and update your automated responses. Customer needs and inquiries can evolve over time, so make sure your responses stay relevant and helpful. An outdated response can lead to frustration and delays in providing support. By periodically reviewing and refining your automated replies, you can ensure that your team is equipped to offer timely and accurate assistance to customers, ultimately contributing to a positive user experience.

Common Challenges and Solutions in Slack Helpdesk Integration

Navigating Slack Helpdesk Integration comes with its fair share of hurdles. But worry not, we've got the fixes for the most common snags. First up, the bumpy ride of setup. Getting Slack to shake hands with your helpdesk might feel like coaxing two strangers to be friends. The solution? Seek out step-by-step guides specific to your software. Don't wing it. Next, there's the maze of notifications. Too many alerts and you're drowning. Too few and you're out of the loop. Strike a balance by customizing notification settings to match your team's workflow. Lastly, the puzzle of managing customer data within Slack can stump many. To counter this, use apps or integrations within Slack designed for a smoother flow of information. Remember, tailoring Slack to fit your team's needs is key. With a bit of tweaking, these challenges turn into distant memories.

Conclusion

Slack's rise in the customer support domain is a testament to the shift in customer expectations. With tools like Thena enhancing Slack’s capabilities, businesses can be assured of offering five-star support that not only satisfies but delights the modern customer.

Try Thena today at no cost

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