As a Customer Success Manager (CSM), you can start conversing on Slack right from the product interface! Get help from colleagues in cross-functional teams by conversing through Slack while remaining within the product. With this integration, you can:
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Collaborate across teams with better context
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Improve responsiveness and productivity
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Identify customer delight opportunities
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Stay updated on customer priorities
You can now collaborate effortlessly with internal teams to improve customer advocacy, with the added benefit of using the tool you’re familiar with!
Operational benefits:
As an admin, here’s how you can empower your customer success(CSM) teams with this integration:
Effortless collaboration - Enable your CSMs to get context from cross-functional internal stakeholders. They can collaborate right within Freshdesk Customer Success without switching tabs.
Improved productivity - Break silos and bring distributed teams together by enabling easy collaboration. They can be more productive and stay on top of customer issues.
Secure scaling - Scale collaborations easily with integrations built on an enterprise-grade platform without additional costs.
Use case scenario:
B2B: You’re a company that sells software to businesses. As a CSM, you keep track of customer accounts to track their overall happiness with the product and their health score. Let us say that one of your accounts is coming up on its year-one subscription renewal. Your goal is to ensure they are happy with the product and assess their confidence on renewal. To do this, you must check with internal teams on the account status to understand all customer requests, pending tickets, and other concerns. Once these checkpoints are complete, you can get on a call with your customer to nudge them to renew their subscription.
Here is where the Slack integration comes in handy; you can create threads from the Goals page (within Freshdesk Customer Success) with the support team to understand the status of your customer tickets. This way, you can save time setting up calls between multiple stakeholders to understand the customer account status. With this information, you can talk to the customer to address their concerns and help them renew their subscription.
Important links:
Check out the solution article to understand more!