How to Use Slack to Reduce Response Times
Response times are one of the most important factors in providing great customer service. It’s an incredible way to build and nourish relationships. And an overall cause for happy customers. There’s one tool though that can be a huge help in getting back to customers fast: Slack.
Getting support tools integrated with Slack can really help us stay on top of conversations, get back to our customers quickly, and make them happy in the process.
Take advantage of Slack notifications
Slack has a bunch of app integrations. And app notifications are a key feature we can take advantage of for speedy response times. Here’s how to set up a workflow for each support channel:
Social: With the integration for a social customer care tool (like Buffer) we can get notified of every mention, DM, and even search query right from Slack.
Github: With all our new Github issues flowing through Slack, we can be in-the-know on current issues others on the team create.
- Live chat: Once a live chat tool (like Intercom) is connected to Slack, any user response is funneled through making it easy to jump in and get back to them.
Set up a Notifications room
When first building a support team, start by funneling notifications right into the General room, where most of the day-to-day chatter happens. This is a great starting place because it makes sure we see each message from our customers. And it allows us to jump in on urgent issues at the same speed we can reply to a message from a teammate.
As the volume of notification increases, it’s important to set up a dedicated room for these notifications (otherwise we’ll likely find ourselves swimming in Slack notifications). Set up a #notifications room in Slack to funnel them all through. And keep an eye on it throughout the day.
Use Push Notifications
Slack allows us to setup notifications specific to channels. And we can set both Desktop and Mobile notifications in different ways based on the importance of the channel.
For a #notifications channel, for example, we might want to set notifications for ‘Activity of any kind’ while for a more #general channel, we might just want it set to go off when we’ve been mentioned directly.
We can also setup a Do Not Disturb schedule where Slack won’t notify us between specific hours. Great for when we might want to mute notifications after business hours 😴