Ways To Build Customer Support For Startups
Customer service is one area Slack excels with email. Since standard email is an asynchronous medium, our support staff cannot provide timely resolutions. Being able to serve customers 24/7 is crucial considering 52% of customers stop shopping from companies with slow response times. If Slack is your primary customer support channel, you’re already on the right track. Here are his four strategies for getting the most out of Slack and helping your customers.
Slack Huddles
Slack Huddles are a simple, audio-first way to start live conversations, mimicking short, informal interactions at work in Slack. A DM or Slack channel (a virtual forum for sharing messages, resources, and files) to call a meeting with the appropriate product expert or stakeholder when you need help resolving a customer support ticket. You can also start a huddle on the channel you use to communicate with partners outside your organization.
Quickly switch from an asynchronous conversation to triage, escalation, or live audio discussion in a swarm channel. At the right time, bring stakeholders together for a joint conversation and even share your screen to discuss a specific case in detail.
Split View
A little-used feature of Slack, Split View can greatly speed up the process of resolving support issues. When you’re working on a big topic with dozens of files and conversations spanning months across different channels, it can be hard to follow a compelling argument. Switching between channels and threads to track down issues can lead to chat loss and awkward pauses.
Split view lets you put two Slack windows side by side and navigate between multiple channels without losing track. This helps support staff stay on top of complex issues and provide faster, better service.
Setup Escalation Channels
Customer support interactions typically start with a ticket. How does the customer’s experience end? It depends on many factors that are independent of the ticketing service. How long were customers on hold? How many people did agents need to reach out to for help? How many additional resources did the agents have to use?
Agents should have a consistent and scalable framework for what to escalate and how to ensure customers receive prompt and accurate responses. ClearFeed has established an internal escalation channel that is used to escalate issues from customers. This internal channel is also monitored by ClearFeed, ensuring our customer-facing teams receive prompt responses from engineering. Provides a single point of access to all CE organization support.
Use ClearFeed
ClearFeed monitors customer support channels and escalates issues that are not resolved in a timely manner. You can also connect Slack’s customer support channels to your ticketing system for two-way synchronization between Slack conversations and tickets. ClearFeed uses smart groupings and tags to bring order to chaos so customers can understand what they want in her Slack conversations. ClearFeed helps you find solutions faster and saves follow-up time in Slack.
Tools such as ClearFeed help startups manage their customer support better and help them get appropriate feedback to validate, and improve products. You can check out ClearFeed at https://clearfeed.ai.
