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Thousands of startups have discovered the secret - a close customer relationship in Slack leads to better customer loyalty, more upsells, and less churn. But you are not a startup, how do you scale this illusive experience to your enterprise customers?
American Express 2017 Consumer Service Barometer
Start earning 17% moreThousands of B2B startups have discovered the amazing partnerships you can have with your customers by connecting in Slack. You can engage the stakeholders directly, get feedback from end users, help walk power-users through new features, and directly message the purchaser with pricing updates.
In the past, conversations like this would take months of dropped emails, hours of scheduled calls, and lots of frustration and wasted money. Now with Slack, you can provide excellent proactive and reactive support in much less time, and with much less effort.
...but there is still one big problem.
To have unfettered access to your customers over Slack and for them to feel like you are an extension of their own team, you must be highly responsive and attentive. Unfortunately, offering this type of attention to customers at enterprise scale becomes expensive very quickly.
Until you discovered Foqal for Enterprise. Our set of tools are designed to deflect and automate as much of the repetitive and manual parts of Slack support and let your team focus only on the customer issues that need that human touch.
Interact with your customers using Slack and Microsoft Teams with our white-labeled customer portal application tailored for you.
After installing your app in Slack or Microsoft Teams, your customers can create tickets and chat with your agents or account managers from the comfort of their own Slack. Your app works with Zendesk, Salesforce, and Intercom, meaning your agents don't have to change their process at all.
Think of this as giving your customers the feel of shared Slack channels, with the support tooling you actually need to get your job done.
By deflecting and automating customer requests, not only does your team have more time to focus only on the challenging customer issues, but also to create proactive guides and articles for common issues, and to proactively contact customers with upsells opportunities.
How do we let your your agents be even more effective? Using our 3rd party integrations, we centralize all requests from across your channels in Slack, email, chat, etc. By integrating with your systems of record like Salesforce, Zendesk, Jira, Segment, etc, we can give your support and success agents an overall customer story, notes, reports, purchase history, and AI based analytics and sentiment analysis. With more customer context, agents spend less time understanding the customer issue and more time providing an amazing, personalized, and tailored support experience.
Spend less time ramping up, less time answering repeat questions, and less time manually dealing with customer channels.
Help customers before they even know they need help. Use Foqal for Enterprise to do it at scale.
According to Gartner Group 80% of your company’s future revenue will come from just 20% of your existing customers.
By giving all of your customers an excellent support experience that is personalized to each of them, is proactive, and has a human touch, you are not just creating happy customers - you are creating loving, advocates that will deliver 80% of your company's future revenue.