Set customer expectations for implementation vs support As you scale, and when it is no longer viable for one person to handle all of these activities, it becomes even more important to proactively plan across different functions and stages. Personal 1-1 or 1-to-few relationship managementĪs we've shared, the reason why Slack is so powerful is because these activities work together to create stickier relationships with customers.Responsive support for escalated or complex issues.Slack channels with customers often spans several activities: Tips here might still be useful if you have fewer customers in Slack, but chances are – if that's you – you're still in the very early days of experimenting with processes and may not want to scale the earliest version of those right away. One note: we believe it's most useful to focus on the scaling portions of customer success once you've exceeded about two dozen Slack channels across the team. Though using these tactics won’t solve every pain in the process, we believe it will make scaling customer Slack channels significantly more effective at almost any org.
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In this piece, we talk about scaling customer success in Slack without having to linearly increase your team's size or amount of manual work. The ultimate goal of scaling is about enabling your team to do more with less.
The challenge, of course, is that your internal team's experience might not feel quite as delightful: as your Slack channels grow, so do the notifications, mix-ups, and a long list of uncategorized tasks. Many teams (ourselves included) believe that Slack is a better experience for customers – speedier, more personalized, and collaborative. But that doesn't mean it has to be automated by bots – or eliminated altogether – for your team to scale.
Customer success in Slack is defined by high-touch, personalized relationships.
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