check out usepylon.com - has customer support w/ native slack integrations
How we scaled Slack to support 1000s of developers
21–30 of 124 posts
Re: How we scaled Slack to support 1000s of developers
#22I apologize if this is more of a response to the headline than the article content, but how does Slack, a professionally-oriented messaging app, not have syntax highlighting features for their markdown while Discord— a casual, gamer-oriented messaging app– does?
Re: How we scaled Slack to support 1000s of developers
#23Why not use matrix instead?
Re: How we scaled Slack to support 1000s of developers
#24I apologize if this is more of a response to the headline than the article content, but how does Slack, a professionally-oriented messaging app, not have syntax highlighting features for their markdown while Discord— a casual, gamer-oriented messaging app– does?
Markdown is a technical, not business tool? Gamers tend to be technical?
Re: How we scaled Slack to support 1000s of developers
#25It's a cool idea that the end users can chat easily with the teams who build the product. (If I got that right, I think that's part of what is offered here.) Where I work, we have several layers in between engineering and the end users and ... while there's a lot to be said for increasing focus and reducing distractions, I think it's also nice to have the unfiltered contact sometimes.
This was the case at ${lastCo} and it bothered me to no end as PM. My job is literally talking to customers! Why do I need to chat to a relationship manager so that I can talk to my own customer?!? That exact point was my very axe to grind and why I am thankful to work on all sorts of comms. automations at Railway when they let me.
All my customers are internal, but there's still usually a support ticket layer between the developer and the customer. I told all my customers, for the apps I own, just send me an email. No need to go through all that. They're thrilled and 6 years in there's been no issues.
Re: How we scaled Slack to support 1000s of developers
#26I apologize if this is more of a response to the headline than the article content, but how does Slack, a professionally-oriented messaging app, not have syntax highlighting features for their markdown while Discord— a casual, gamer-oriented messaging app– does?
I would love to use discord at work
Re: How we scaled Slack to support 1000s of developers
#27> It gives us 50x better engagement than email and 8x better response times to customers.
Does it mean that it forces the customers to send 50 messages instead of a single mail message?
> However, developers hate email.
Always feels awkward when there are general statements about the group you belong to, which are certainly false at least for you, and possibly for most others you know in that group.
If anything, I would expect developers to dislike a web chat, as tech-savvy people generally seem to prefer more lightweight and customizable options.
> That context helps Railway Engineers deliver a truly first class support experience.
Much of the post reads like a rather annoying advertisement.
I was curious why it was a problem to support thousands of customers in the first place, and looks like the issues were in combining conversations over different communication channels, and that a single overloaded person used to create those Slack chats.
Re: How we scaled Slack to support 1000s of developers
#28This will probably sound like an ad, and is probably not super HN-friendly (given it can be more fun to just hack a custom tool together), but we just use Pylon for this and was surprised OP didn't do the same
Re: How we scaled Slack to support 1000s of developers
#29> It gives us 50x better engagement than email and 8x better response times to customers. Does it mean that it forces the customers to send 50 messages instead of a single mail message? > However, developers hate email. Always feels awkward when there are general statements about the group you belong to, which are certainly false at least for you, and possibly for most others you know in that group. If anything, I wo…
> However, developers hate email
If there’s one thing I hate more than email, it’s not being able to mark an item as unread, and put it in a folder to address it later. Slack is synonym of stress.
The Slack stress compounds with being pinged all the time, on various topics. It transforms a developer role into a manager role.
Re: How we scaled Slack to support 1000s of developers
#30Regarding various comments here preferring email... let me say that I far, far prefer chat (and the instant notifications!). I would prefer Discord, but I'm just glad it's chat.
After saying that, let me share that Railway is incredible and very affordable.