At JASK, our customer success program runs on Slack. Outside of our weekly scheduled calls, almost all of our interactions with customers happen in Slack. We use the service for answering basic product questions, providing documentation for them during deployment, troubleshooting issues, and most importantly, building relationships through non-business chatter. While we do use a ticketing system in tandem to track work, Slack helps us stay accessible and efficient in addressing most of the day-to-day needs of our customers. Because of this, it’s fair to say that Slack played a critical role in our 100 percent renewal rate in 2018.
What percentage of your customers are in your Slack workspace?
All of our customers are in Slack. While we have the ticketing system for them to use, they prefer to get the one-on-one support through Slack. We typically open formal tickets for longer term issues or feature requests that we use a ticketing system for, but the majority of product feedback and general troubleshooting happens in Slack. It simplifies our workflows because we can handle about half of the questions with a one-line instant message or a link to our knowledge base.
Why did you choose Slack over a standard ticketing customer support platform like Zendesk?
Early on at JASK, we needed to build deep relationships with our first customers in order to succeed. Their feedback was essential for us to scale and win more customers. Today, it is still critical to learn as much as we can about what’s working for them and what isn’t in regards to our product. Slack gives us an instant feedback loop with our customers that we utilize to its fullest. Our customers are not shy about telling us when something needs improvement or when they love a change we made. This is incredibly helpful information for us to have as we are constantly evolving.
How do your customers get support in the Slack workspace?
Our customer support is very straightforward. We have technical account managers assigned to each customer and support engineers that monitor all customer channels. Any tier 1 issue will be handled by the support team right in Slack. Anytime we get more complex issues or feature requests, we create a ticket and escalate it to the technical account managers. From there, they determine what information we need to gather for the requests, or they determine if we need to loop in engineering for more complex issues. It’s easy to keep the customer in the loop on what’s happening since it’s just a quick message vs the whole email or ticketing process. We can also tag them directly to get their attention when we need something from them.
How does Slack help with your deployment process?
Slack allows us to stay in sync with our customers throughout the deployment process and beyond. We use it to get status updates between our scheduled meetings and hold each other accountable for deliverables on our respective to-do lists. It’s a useful way for everyone to get visibility to what’s happening without needing to worry about email chains as well. Everything is nice and tidy in their Slack channel and easily searchable if they need to reread a previous conversation.
While many factors contribute to the relationships we build with our customers, we see Slack as a key factor for making that relationship building process more natural on a day-to-day basis.
Tyler Diderich was the first member of the customer success team at JASK. His focus is on continuous improvement at the personal level for the team along with overall workflow and process improvement for the organization.