Slack-based Customer Success Ideas to Amaze & Delight Your Customers
Slack customer service has been making headlines in tech communities. Some say it’s a crowd-pleaser and a time-saver, others say the opposite. In short: A few forward-thinking companies are using the Slack not just for internal team communication, but also for customer communications.
If you’ve ever gotten into an argument with a significant other via text message, you know that you can’t express everything with words alone.
Words are awkward.
They can be misleading and confusing or imply the wrong sentiment all together. Use too few words, and the reader thinks you’re callous and uncaring. Use too many and they’ll just think you’re weird. Without the benefit of visual aids, vocal inflections and physical gestures, communication, especially between strangers, is tough.
When it comes to customer service and customer success, clear communication is vital. But clarity isn’t the only goal. That communication also has to be fun and engaging. It has to tell the customer “I care about you, your experience, and your success.” And, each communication should make the client stop and think “Wow, I need to tell my friends about this company.”
That’s a tall order to place on faulty words, so some companies are beginning to bring in visual communication tools to use with Slack, like CloudApp.