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Don’t blame the tool for mismanaged expectations.
No, don't use a instant messaging tool like an answering machine. You set the expectations when you open up slack as a support avenue.
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No, don't use a instant messaging tool like an answering machine. You set the expectations when you open up slack as a support avenue.
Is this intended for support? We use single channel guests at the moment to collaborate on projects with external companies without any issue. This seems to be geared towards that.
>You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
>Don’t blame the tool for mismanaged expectations.
It was beta before today? These channels have been a thing for forever, I assumed it was already GA.
Had the same thought. We have had it at our company for almost a year and I just thought it was a feature of Slack..
I suspect this announcement was just "oops we forgot to move this feature out of beta, lets announce that its GA"
The issue with the channels are the same than communicating over slack: You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
My point is that even if the customer feels they can only get an answer in 1 week so they don’t expect any more than that, that feels shit especially if the answer sucks.
The issue with the channels are the same than communicating over slack: You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
Once we know the ground rules, we're all happy. I've taken to doing the same with our customers, so they know not to ask each and every tiny question with a @here ping, or whatever, and that our employees don't live in Slack 24x7.
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How do you communicate about things related to the project, but doesn't need to have the client involved in? Do you have a separate internal channel per client?
My company has this, and I highly recommend it in general for security and data loss prevention purposes. Any channel that may have external to the company users must have `-ext` at the end of the name and there should also be a non `-ext` channel for internal discussion that relates. This ends up working really well because the channels sort together next to each other and you can tell very clearly from the name if…
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This is spot on. You should blame the tool for mismanaged expectations if the tool inherently sets the expectations. I'm just trying to imagine ways you could use slack and not set an expectation of having someone online to chat to. Use a bot to resond with "we'll get back to you when we can"? There's no option that doesn't feel like an incredibly frustrating experience for the user.
No matter how you look at it, if you can't reply in under a few minutes, you shouldn't be presenting your support as a chat. Just use email.
In comparison, Slack has no way to indicate that an agent is already working with someone else in another channel, nor any good way to assign a specific owner--customer questions are dumped into a channel with X support agents as members, one of whom will hopefully respond.
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My company has this, and I highly recommend it in general for security and data loss prevention purposes. Any channel that may have external to the company users must have `-ext` at the end of the name and there should also be a non `-ext` channel for internal discussion that relates. This ends up working really well because the channels sort together next to each other and you can tell very clearly from the name if…
I feel like they should just have different themes for private and public channels. That way, you know at a glance!
It makes it really obvious at a glance before you type into the textbox.