Publish date:

• 3rd January, 2024

"Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, 'What's in it for me?'" –  Quote by Brian Tracy, Author and Motivational Speaker.

In Codleo during the induction of new personnel, the management emphasises the importance of the “ customer is the king “ quote over and over again. We say that all of us need to keep our clients, be it in the domain of b2b or b2c, at the center of our operations daily. It should be our guiding force as they are the reason for our existence. If we fail to keep this mantra close to our heart, then the business will stagnate and worse collapse. We don’t want that to happen, no. So, what are companies doing to address the prickly issue of customer service? In this blog, we are examining the issue of one tech tool that is being leveraged by businesses. It is Slack.

Let us begin with an introduction to this tech tool. Salesforce as part of its strategy to acquire tech tools/companies that resonate with their philosophy acquired Slack in 2021 for a whopping 28 billion US dollars. Wow. Now that’s a purchase all right. Why Slack? Based on my personal experience as a first-hand user, it makes for collaboration and communication within a company as smooth as silk. With its many features and functions, teams with remote workers or those on the hybrid model can work, share notes, chat, or communicate via huddles. Images and videos can be shared and so on. For more information on Slack, Salesforce Integration Services, and its many advantages, drop us an email.

Slack is designed to connect departments and energise the company to better serve clients via our Salesforce Integration Services. This leads to quicker ticket resolutions, increased staff productivity, enhanced client satisfaction scores (CSAT), and a revamped client experience. Slack is more than a communication & messaging platform. It integrates with Service Cloud via Salesforce Integration Services, to present various service teams with a collaboration platform where they can find important client information, important data, and cross-functional partners for quicker resolutions.

3 ways to leverage Slack via Salesforce Integration Services for customer service are:

1. Speedy help with an AI-fuelled knowledge bank.  With Slack, agents dip into an exhaustive knowledge base, without the need to shuffle between many screens. Work in Slack happens in channels, a repository for all the messages and files associated with a particular team/department or topic. As teams deal with complicated issues together, the knowledge base/library scales.

2. Resolve tough cases by case swarming.  Slack links the service console with the remainder of the business so that experts brainstorm to fix issues in real-time. This results in the case swarming process (also known as intelligent swarming or incident swarming). One of the unexpected benefits of case swarming is accelerated agent training. This is crucial where employees work remotely, with no scope of team meetings, etc in person.

3. Customised service to b2b clients. With Slack, change the dynamics of the company by ending communication silos. No more dealing with the bother of contacts and answers, the service team gets relevant experts from different departments, besides external partners and vendors — in one shared and simple online coffee bar. Clients get their tools, documents, and human resources, making a new path for robust client relationships. Get Slack on your Salesforce org via our Salesforce Integration Services.