Prior to using Slack, these service teams relied on a large mix of ticketing tools, knowledge bases and reporting
solutions. However, companies struggled to bridge the gap between the tools, information and experts needed to
resolve customer issues and were looking for ways to improve their customer service, customer experience, cost efficiency and
their organisational culture.
The interviewees’ and survey respondents’ organisations deployed Slack for their service teams, instead of
alternative solutions, due to Slack’s flexibility, customisability with tool integrations onto the Slack platform and
enterprise-grade security. This resulted in significant benefits, as detailed in this case study. With Slack for their
service teams, organisations reduced the cost of customer service tickets, increased their revenue from improved
customer satisfaction and improved general productivity across the company.
