Prior to using Slack, these service teams relied on a large mix of ticketing tools, knowledge bases and reporting solutions. However, companies struggled to bridge the gap between the tools, information and experts needed to resolve customer issues and were looking for ways to improve their customer service, customer experience, cost efficiency and their organisational culture.
The interviewees’ and survey respondents’ organisations deployed Slack for their service teams,instead of alternative solutions, due to Slack’s flexibility, customisability with tool integrations onto the Slack platform and enterprise-grade security. This resulted in significant benefits, as detailed in this case study.With Slack for their service teams, organisations reduced the cost of customer service tickets, increased their revenue from improved customer satisfaction and improved general productivity across the company.