Slack for support

Slack gives support teams access to the tools and information needed to meet their number one goal — helping customers quickly. 🏆 ✨

Working alongside other teams in Slack means valuable customer feedback and insight is easily shared with the people building, designing, and selling your company’s products or services.

So, why should support teams use Slack?

  • Make more time for customers by holding meetings and sharing updates in searchable channels.
  • Get feedback or escalate tricky situations quickly and efficiently.
  • Communicate company-wide updates, new policies, and important announcements.
  • Make finding product knowledge and solutions to customer issues easier for your team.

Read on to learn how customer support teams (and the many people they help everyday) benefit from using Slack.


Hold meetings or weekly syncs

Make your workday more efficient by holding weekly stand-up meetings and team syncs in Slack. Set reminders in a channel for your teammates to update meeting agendas or share reports and analytics.

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Use Slack Calls for voice or video meetings for one-on-one’s with remote employees. On the Standard plan and above, share your screen for presentations and live demos.

If you prefer face-to-face meetings, use Slack posts to record meeting notes, then share the post for anyone who missed the meeting or to refer to later.


Collaborate and problem solve

Working together in Slack means active and speedy collaboration. Create channels organized by subject matter — by SKU number or product name — to share support requests and openly discuss the best way forward with the subject matter experts.

Share drafts of responses for tricky customer inquiries, and include the link to the support ticket or tweet to give the person reviewing more context. Start a thread to leave feedback, keeping the comments focused and organized.

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Track tickets and response times

If your company has contractual service level agreements (SLAs) in place with customers — or even internal response-time goals that your team strives for — you can build integrations to send warnings to a Slack channel when a ticket needs a first response.

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Use emoji to let others know you’re taking care of the ticket: emoji react with 👀 and then add a ✅  to show everyone in the channel the work is done!

 

Streamline incident management

If something goes wrong, make sure your customers aren’t left in the dark. Use Slack to streamline your incident management workflows and resolve issues more quickly. Set up an on-call rotation schedule and use PagerDuty to alert the support manager on duty when issues creep up. Let others know who is on duty by updating the channel's topic

Create a channel like #support-incidents especially for coordinating emergency messaging and invite representatives from legal, public relations, sales, or the executive team to keep messaging consistent across the board.



Updates and announcements

With Slack, sharing important updates with your support team has never been easier. Organize and name channels in a way that makes information, procedures, and policies easier for people to find.

Tip: Try naming your support team-related channels with a standard prefix like #support- or #ce- (short for customer experience).

📣  #support-announcements: Create a channel just for important news — like when policies change, new teammates are hired, or when someone receives a promotion. Keep chatter to a minimum by redirecting conversations to more appropriate channels and encouragiTng people to only use emoji reactions to show support or acknowledge updates.

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📊  #support-stats: To get a snapshot of how busy their support team is, managers can connect help desk tools to Slack and get hourly updates in a channel. The time you’ll save by connecting all of your services, updates, and data in one place will help your whole team work more efficiently and with more visibility and insight.

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Solve problems faster

When all departments are working in sync, Slack has the potential to be the collective brain of your company. Support teams using Slack are equipped with up-to-the-minute knowledge and have details at their fingertips, reducing the time it takes to send a response to customers.

Pin relevant information like project plans or product specs in dedicated #product channels for easy reference across the company. Mention product experts when you need help answering tricky or specific questions.

 

Apps for support teams

The Slack App Directory is full of tools that support teams can use to ensure their customers are well taken care of. Here are just a few!

🙆🏻  Help desk ticketing

Connect your customer service platform to Slack to better manage your team’s help desk ticketing, issue tracking, and customer support. Support teams can be notified in Slack when new tickets or conversations are started, assigned to new teams, or when issues are closed.

There are tons to choose from! Try Zendesk, Intercom, or Freshdesk.

🐥  Social media monitoring

Monitor your social networks directly within Slack. When connected, apps like Twitter automatically expand new tweets and attached media into a channel. Or, try tools like Zapier to move info between Slack and your other apps.

📞  Livechat

Chat with your website visitors directly from Slack. Your support team can provide information about products and services to help customers make decisions and quickly address any problems or complaints.

Take a look at Chatlio, Smallchat, Sameroom in our App Directory to see if there’s an app that works for you.

💡  Discover more apps for your support team in our App Directory.

Learn to use Slack more efficiently! We offer free, interactive training for transforming your work in Slack. Explore the study guide and follow the path to Get Certified at slack.com/certification.🏅

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