Level Up Your Customer Support With Slack

We’re all familiar with the “meeting that should have been an email”, and the “email that should have been a Slack message”. But have you ever thought about replacing customer support emails with a Slack message?

At Pairi, we often have long collaborative conversations with our customers, who actually feel more like team members. As our platform started to ramp up, we found ourselves drowning in email chains with our customers. Waiting for responses and finding the right person to forward a request to was taking way too much time.

Thus, the Pairi Community Forum was created on Slack to build better relationships with our clients and radically improve response times. By allowing Pairi customers to collaborate and share knowledge with each other, as well as access Pairi Support quickly, the forum has drastically improved the customer support experience.

Slack may be the right tool for your company if:

  • Your relationship with your customers is B2B.
  • The product experience is greatly unique for each customer.
  • You find yourself on recurring customer support email threads that last for days before the issue is finally addressed by the right person.
(If not, we suggest checking out Intercom, which we also use.)

Here's How To Set Up Slack For Customer Support:

    1) Create a new Slack workspace. This new workspace will act as a medium for internal support employees and external clients to communicate. Your support personnel will be able to communicate freely with your clients, while still preserving your original workspace for strictly internal communication.

    2) Create a private channel for each client. This is where the bulk of your communication will be. Customers will now have a specific place for them to submit bugs, file feature requests, set up meetings, and communicate to your support staff about their specific configuration of the product.

    3) Create public channels (if needed). Decide what type of relationships your customers will have with each other. As a self-service tool, Pairi’s Community Forum invites all Pairi customers to share experiences and hold discussions related to the platform.

    4) Connect useful integrations. Here are some of our favorites:

      a) Intercom
      b) Google Calendar
      c) Jira
      d) Typeform, Survey Monkey
      e) Zendesk, ServiceNow

    5) Lay down some ground rules. This is important. In order to prevent confidential information from leaking and cultivate best practices, answer these questions clearly:

      a) What information is allowed to be disclosed in private channels?
      b) What information is allowed to be discussed in public community channels?
      c) At what point should someone log a support ticket in Jira/ServiceNow/etc?

    Start inviting! The power of a community forum only gets stronger as more people join. Set up your workspace to start reaping the benefits of better discussions with and among your customers.