CSAT in Slack without a survey tool
How to measure CSAT in Slack shared channels without a survey tool: one question in the thread, asked at the right moment, and results you can trust.
Blog
Notes from the team building Thorpe, on customer support in Slack Connect.
How to keep an SLA in Slack channels
What an SLA in Slack channels should measure, how to count business hours and holidays, and how to get warned before a customer request goes overdue.
How to track customer requests in Slack
How to track customer requests in Slack across dozens of shared channels: what tracked means, the options from spreadsheets to tools, and what to record.
Noticing when a customer's champion leaves the channel
Who joins and leaves a shared Slack channel tells you a lot about an account. How to notice a champion leaving or a new contact arriving, and what to do next.
Round robin and on-duty assignment for Slack support
How to share customer requests in Slack fairly with round robin or least-loaded assignment, and how to skip people who are off, away or asleep.
Slack Connect customer support: a practical guide
How to run customer support in Slack Connect channels: set the channels up, decide what counts as a request, give each one an owner and keep your targets.
Slack vs help desk for B2B support: when each fits
Slack vs help desk for B2B support: what each does well, where each breaks down in shared channels, and how to choose without forcing customers into a portal.
When customers DM your team instead of the shared channel
Why customers send private Slack DMs instead of posting in the shared channel, what that costs your team, and how to keep those requests visible and owned.
Who owns customer requests in Slack?
Who owns customer requests in Slack when five people can see every message? Ownership models that work in shared channels, and how to keep claims honest.
Why your Slack SLA should stop at 6 pm
An SLA in shared Slack channels should count business hours, in a stated time zone, with holidays and waiting time taken out. Here is how to set one up.