Models of Slack Support

In recent discussions about customer support models on Slack, several trends have emerged. This guide explores the different approaches companies are using to offer customer support via Slack, along with their pros and cons.

1. Open Community Slack

This model allows anyone to join through your website, even before becoming a customer. It's primarily used for announcing updates and releases, with support and engineers helping customers and prospects on an ad-hoc basis. There are no time guarantees or Service Level Agreements (SLAs).

Key features of an Open Community Slack workspace include:

• A general channel for default support and miscellaneous topics
• An announcements channel for company and product news
• Several support or help channels
• Product-specific channels
• Community-building channels (e.g., for Donut integration)

Pros and cons of this model:

Pros:

• Builds a community around your product
• Allows for open discussion between customers
• Can offer higher-cost support tiers through private channels

Cons:

• Non-customers/solicitors can contact support through open channels
• Requires monitoring multiple channels
• Can be resource-intensive
• Difficult to manage without proper tools

Best practices for this model include using GreetBot to welcome new members, encouraging introductions in a dedicated channel, and providing manual greetings to new members.

2. Open Community + DMs

This approach combines an open community with centralized Direct Message support. It features a central channel for support requests, where agents rotate taking questions. These questions can often be integrated into existing customer support systems.

Pros and cons of this model:

Pros:

• Simple, single point of entry for support
• Easier to predict and manage demand
• Prevents customers from relying on specific agents

Cons:

• Lacks community-building aspect
• Difficult to track metrics without proper tools
• Potential for dropped conversations between shifts

3. Private Community

This model uses shared channels or multi-channel guests for a more exclusive support experience. It connects private Slack workspaces with shared channels, requiring a paid version of Slack. Companies also have the option to invite customers as single or multi-channel guests.

Pros and cons of this model:

Pros:

• Feels more exclusive to customers
• Reduces number of non-customer requests
• Easier to monitor fewer workspaces

Cons:

• Requires customers to have paid Slack accounts for shared channels
• Limits potential leads from joining openly
• May not suit all customers due to security concerns or preference

Comparison of Models

Each model has its strengths and weaknesses:

• Open Community: Excels at building a product ecosystem but can be resource-intensive
• Open Community + DMs: Offers simplicity but lacks community-building features
• Private Community: Provides exclusivity but may limit potential customer reach

Best Practices for Slack Support

Regardless of the model chosen, consider these best practices:

1. Clearly define support channels and their purposes
2. Set expectations for response times and support availability
3. Use automation tools to streamline workflows and gather metrics
4. Train support staff on Slack etiquette and best practices
5. Regularly review and optimize your support process

Conclusion

Most companies adapt these models to fit their specific needs, often combining elements from different approaches. The key is finding the right balance between community building, support efficiency, and resource management. When implementing Slack support, consider tools that can help centralize conversations, provide metrics, and streamline your workflow across different models and channels.