Slack as a customer support platform Slack is used by 750,000 organizations around the world. Slack is particularly popular for its vast array of integrations with almost any app you use at work. Slack engagement is much higher compared to any other chat platform. Users spend 9 hours per work day on Slack. So essentially Slack is where your team is. It is a hub for all communication and it helps to have one place where you can reliably find and communicate with your entire team and customers. When you add Enjo , you can automate frequent actions into micro-interactions that perform the same action in a fraction of time. A simple example is updating the status of a request.- you no longer have to wait for a web page to load, search for the specific issue you want to update and then perform the action. The issue that needs your attention comes to you in an actionable compact message format and all you need to do is push a button.
Benefits of setting up a Slack based Helpdesk
Friction free ticketing Add an emoji to convert Slack messages to Jira tickets Automatically capture all Slack discussions in relevant tickets Automatically answer repetitive requests Collect feedback in instantly in Slack Automatically share ticket updates in Slack List all open requests with status in Slack
Unified triaging Triage all incoming requests in one channel Discuss and collaborate with relevant team members in Slack
Insights in Slack Share ticket metrics and customer satisfaction Streamlines approval workflow Provides better visibility on their requests Conversational ticketing is much visible and easy to track than traditional ticketing
4 ways to support customers in Slack
In dedicated Slack channel for customers The idea here is to create a dedicated channel for each customer and declare ownerships of the channels at different times of the day. Some companies like Fastly provide this model as a perk for their premium enterprise customers. Slack channels make life easier for your customers and your team. Instead of splitting the team across various platforms like email and phone calls, everyone can see every ongoing issue immediately. If a different team member from the product, engineering or other teams needs to help out, they can jump in right away and the customers can see that the whole team is working towards solving their issue.
In common Slack channel for all customers This common Slack channel is created to solve all the customers requests and to update the latest information or discount about the products or services. In this channel all the customers and team members of different specializations have to be added to solve all kinds of customer requests. Customers get better visibility of their requests progress in the Slack channel.
In direct message channel with Enjo Slack connect lets you securely message anyone, no matter where they work. Invite someone by email and you will get a notification when they join your channel. With Enjo you can automatically answer requests from connected knowledge sources. Create Jira requests directly from your customer Slack conversations. After solving the request, Enjo assists you in collecting feedback from customers.
Getting started with Slack Connect 1. Create the channel- Click on the + button next to channels in your sidebar. Name the channel and click create.
2. Send an invitation to customers- Send your customer an email invitation right from Slack, or copy the link provided and share it with your customer.
3. Wait for customers to accept the invitation- When your customer clicks on the link, they’ll be taken to Slack, where they can accept the invitation and set up the channel at their end.
4. Get admin’s approval- Get the Slack admins’ approval from both sides.
Benefits of Slack Connect to customer support teams
1. Provide a direct line of support to your customers
2. Enables cross-functional collaboration by bringing the right experts in the loop on both sides
3. Maintain all the customers’ context in one place letting the team members working on the next shift take over the work
4. Embracing the conversation features of Slack Connect means your customers' interactions feel more natural
In a community workspace You can create a dedicated workspace inviting your customers and support team to join and collaborate with each other. Slack opens doors for complete transparency, direct customer interaction and feedback, the ability for the customers to give feedback on the new releases. Customers with concerns and questions could get responses from other customers. You can also create a community for insights and tips, where you can add links to blog posts and product pages to turn prospects into customers.
Setting it up
Connecting Slack to your ticketing system - it's free! If you are a Service Desk agent and tired of redirecting your users to Jira service management, then Enjo is for you. Enjo helps you easily integrate Slack with Jira service management. After onboarding Enjo in Slack channels, customers can create Jira requests with a single click. Support agents no longer need to login in the complex and tedious Jira help desk to pick the requests. They can also pick requests from the Slack channels itself; any update in Jira requests in the Slack channel will automatically update into Jira service management.
Connecting Slack to your knowledge base - it's free! If you are a support agent, HR or senior professional your time is extremely precious. Answering repetitive questions in Slack channels would take your valuable time away from working on more important tasks. Onboard Enjo to easily integrate Slack and other knowledge sources. When employees or customers have questions, it's likely that the answers exist somewhere in your knowledge base but they may not know where to look. Having a Slack knowledge base integration is a powerful way to put knowledge in place where questions are asked repeatedly. This removes the need for human intervention for simple tasks like responding to repeated/common questions.
Inviting your customers Invite your customers to a dedicated or common Slack channel through the Slack connect feature, where Enjo is onboarded.
Support experience for customers
Answering requests with knowledge base articles Confluence is a popular Atlassian team wiki tool to manage information around your business in one place. It is easy to add content to Confluence, however accessing and surfacing knowledge from Confluence can be a challenge. This is unfortunate as this results in Confluence being underutilized and lowering ROI. With Slack becoming the center of communication for modern workspaces, it makes sense that this platform should play a key role in knowledge collaboration. Similarly, you can connect to other knowledge sources like Sharepoint and also upload documents from computers or websites.
Automatically suggestions For every message in the Slack channel, Enjo automatically answers from connected knowledge sources. It ensures that your employee queries are answered immediately
On demand When Enjo answers does not resolve the request, you can trigger a search on the request on-demand and share the appropriate result as an answer in the channel.
Filter requests Enjo has a feature to filter Confluence articles This can be done by
Matching type Matching scope Matching type Use loose matching to find articles where any of the keywords or phrases in the message match or use tight matching to match articles only when all keywords or phrases match.
Matching scope Confluence pages will be found based on matches found in selected fields of the page.
Tracking request Customers do not need to visit JSM again and again to check whether their request is resolved or not. Enjo sends them an immediate notification when their request is resolved.
Advanced setup options Customizable emojis With emoji actions, Enjo lets people in your Slack workspace use multiple emojis to create or update Jira requests from Slack. These emojis are customizable.
Setting up agent channel for HelpDesk team Agents spend a lot of time manually copy pasting customer requests from Slack to Jira which reduces their valuable time to solve other issues. Let Enjo take care of this tedious work by automatically updating customer Slack requests in Jira service management. Any updates or changes made in Jira service management will trigger an immediate notification in Slack.
Collecting customer feedback With Enjo HelpDesk, support teams can collect customer feedback instantly in a Slack thread after solving a Jira request.
Updating FAQ from Slack Most of the customers ask the same questions. Responding to them one by one in Slack channels is mandatory.
For example: How can I create tickets in Slack?
This is one of the most common asked questions by customers. Instead of replying to them manually, most of the organizations save answers for this question in Confluence or other knowledge bases and instruct customers to search there, which can be a time consuming task.
Enjo automatically suggests matching articles for every FAQ in the Slack channel from connected knowledge sources, reducing work for both support agents and customers.
Tracking open requests With Enjo, once Slack conversation is turned into a Jira request. customers can track the issue assignee, priority and status of the request by just typing the issue key in a Slack conversation.
Best practices
Setting up customer support helpdesk in JSM Setting up a customer's support helpdesk in Jira service management has many advantages when compared to traditional supporting methods . In Jira service management all Jira requests are aligned properly with all information such as priority of the request, created date, request type, reporter, assignee and time to resolve. which makes it easy for the support teams to get better visibility of the request. Support teams can easily assign requests to different teams depending on the type of requests. JSM allows users to monitor the workload given to the team members and customer feedback can also be known in JSM with average rating and user reviews. With JSM, support teams can filter Jira requests by their status.
Setting up knowledge base in Confluence Doubts in the progress of the project have to be cleared only by the senior employees of the project or by the search engines. Both of these methods are time consuming. Senior employees are usually busy working on projects, solving someone’s query reduces their work efficiency, and it takes a long time to find the right answer in search engine pages. Enjo answers the queries and employees or customers get the convenient access to read the answers without having to leave Slack. This removes the need for human intervention for simple tasks like responding to repeated or common questions.
