In this article, you’ll learn the following:
So, without further ado, let’s get started.
Don’t you wish you could sometimes automate the boring parts of your day-to-day activities? This can’t be any more accurate when you are managing customer service teams, IT departments, or simply running any organization that has to handle customer requests.
Copy-pasting template replies and endlessly searching outdated databases isn’t anyone’s favorite activity, but there’s a solution—Slack workflows.
Slack workflows are automated sequences of actions in the Slack platform that streamline repetitive tasks or processes. Users can set specific Slack workflow triggers, like a message in a channel or a form submission, which then initiate predefined actions, such as sending notifications or creating tasks. These workflows eliminate the monotony of mundane tasks and allow your team to focus on more valuable activities.
With Slack workflows, your team can reach the “flow state,” the so-called heavy sense of concentration. This means no time gets wasted doing redundant tasks.
There are lots of different Slack workflow examples. The beauty of these workflows is that you can design them to suit your organization’s unique needs. Regardless of the design, every workflow has the potential to enhance productivity.
Here are some other advantages of using Slack workflows:
Refining Customer Request Management: When using Slack for customer support, efficiently monitoring multiple channels and workspaces can be challenging. However, with Slack's workflow automation, you can seamlessly capture customer inquiries from various channels, generate support tickets, and guarantee that no request slips through the cracks.
Slack can easily transform into a customer communication powerhouse when managed effectively. Integrating workflows into Slack channels and workspaces can up your game even more and help you save time and increase efficiency for your teams, creating a smoother customer experience.
With 73% of customers suggesting that they would switch to a competitor after multiple bad experiences, inefficient workflows can cost you significantly. If your processes are messy, you’re just giving them more reasons to leave.
But with automated workflows, you can cut down on those silly mistakes that happen when you’re doing the same tasks over and over. Plus, your team can then focus on the high-value work, instead of getting bogged down in the small details.
Yet, it's not just about enhancing efficiency; it's also about employee well-being. 74% of customer service center employees are on the brink of burnout. This underscores the urgency for organizations to explore solutions to help their teams be more efficient, remove stress factors, and allow them access to up-to-date information quickly.
With the help of Slack workflows, business leaders can create better communication between teams, set up standardized processes, and help their staff keep track of essential processes to avoid potential problems.
Bottom line: workflow automation can improve business processes by 60%, resulting in a significant boost in productivity and efficiency. In turn, improved work processes lead to faster resolution times, improved scalability, and enhanced visibility across teams.
Although Slack’s built-in workflow capabilities are great, they can still be limited to specific use cases or organizations. Thena fills the gap, helping you streamline business processes, and enhancing productivity with ease.
Furthermore, with our automated workflows and conversational ticketing system, Thena’s solutions can reduce response times by 95%, keeping your customers happy around the clock without leaving Slack.
But that's not all. Thena is also your secret weapon for marketing campaigns right within Slack. We empower you to roll out engaging newsletters and timely product updates directly in Slack. And, with built-in analytics, you can effortlessly pinpoint your top-performing content, putting you in a prime position to optimize growth.
Lastly, Thena is designed to integrate flawlessly with Slack and your preferred team collaboration apps, centralizing tools and resources. This not only nurtures inter-team collaboration but also significantly boosts operational efficiency. With Thena, you're not just working differently; you're working smarter.
There's no greater testament to the effectiveness of our solutions than the success of our customers.
WorkRamp grappled with the challenges of managing high demand across various channels. This complexity led to disruptions in their support teams and diminished customer satisfaction. But with Thena's assistance, Workramp boosted its support productivity by 30%, optimizing team performance and enhancing the quality of customer interactions.
Similarly, Spotdraft faced difficulties managing their rapid growth and streamlining their support processes. However, after integrating Thena, they slashed their response times in half, paving the way for better collaboration and heightened customer satisfaction.
And, if you’re still not convinced, G2 has rated Thena as the #1 solution in Ticket Collaboration, praising its effortless integration, user-friendly design, and intelligent ticket management workflows.
Keeping track of your Slack metrics is a challenging task. Thena can provide in-depth analytics on customer communication, identifying gaps in your processes and helping you to bring out the most value from your Slack workflow automation.
Thena helps you track a range of data in Slack:
Customer Request Data: With the help of Thena, you can monitor response times, escalation issues, and the number of customer requests resolved in time to ensure that customer success rates remain at an all-time high.
Assigning tasks and tracking progress is critical for effective team management. Slack workflows can automate this process, making it easier for team members to stay on top of their tasks and deadlines.
Start by creating a form that team members can use to request tasks. The form should include space for the task description, the desired due date, and other relevant information.
Next, set up a workflow that automatically assigns tasks to team members based on their availability and workload. Once a task is assigned, team members can track their progress by updating the task status in Slack. You can set up notifications to alert team members when tasks are overdue or when there is an update on a task.
By automating task assignments and tracking in Slack, team members can be more productive and efficient. Everyone knows what tasks they need to complete and when they are due, which reduces the likelihood of missed deadlines or added confusion.
Tracking task progress also allows team members to identify roadblocks early on, giving them time to address issues before they become problems.
Approvals can be a bottleneck in any workflow, whether we talk about marketing content creation or product development. Setting up a Slack workflow for approvals can streamline the process and save time for everyone involved.
Create a form that team members can use to request approval. The form should include relevant information, such as the reason for the approval, the person or team responsible for the approval, and any required documentation.
Set up a workflow that routes the approval request to the appropriate team member or manager. The workflow should include notifications to keep everyone informed of the approval status and any related updates.
By automating the approval process, you can reduce delays and improve the speed of decision-making. Everyone involved knows who is accountable for which actions and what documentation is required, reducing confusion and miscommunication. Notifications keep team members informed about the status of requests, allowing them to plan their workload accordingly.
Onboarding new team members can be a taxing process. By setting up a Slack workflow for onboarding, you can streamline the process and ensure that new team members get started on the right foot. Here’s how.
Create a form that new team members can use to provide their critical information, such as their contact details, employment history, and other relevant documentation. Using this information, you can set up a sequence of automated tasks and reminders that guide new team members through onboarding.
The tasks may include setting up a company email account, providing access to company software, and attending orientation sessions. You can set up notifications to ensure new team members know about upcoming tasks and deadlines.
If you’re using Slack for client communication and customer support, you know how messy your Slack Connect channels can get, right? However, thanks to tools like Thena, you can easily stay on top of all incoming customer requests.
Thena has several helpful features that make customer service easier. Firstly, it alerts you whenever a new customer request is detected in a conversation, allowing you to respond promptly. It also simplifies the process of assigning requests to specific team members.
In addition, if you accidentally forget to reply to a customer message, Thena has a First Response Service Level Agreement (SLA) that will remind you to take action. Moreover, the platform includes an escalation feature that enables customers or internal team members to raise a ticket and ensure that it receives appropriate attention.
The best bit is that every feature is customizable to match your business requirements.
Tracking customer service metrics on Slack can be a pain. But with Thena, reporting vital analytics and using them to drive decision-making is easy. Thena helps you unlock seemingly lost and hidden data directly in Slack and enhance your standard Slack workflows.
You can track critical metrics such as total shared channels, total requests, 1st response SLA alerts, average request close time, and CSAT scores, making the customer service analytics experience seamless.
Using Slack workflows in your internal and external Slack Connect channels and workspaces can help you revolutionize your customer service and support team processes, root out inefficiencies, and provide an ideal environment for your business growth.
Thena’s Slack workflows can transform your team’s productivity and customer support processes, significantly decreasing response times and boosting customer loyalty. Let us help you to bring out the most of your organization. Request a demo today!