![]() That’s a massive waste of time for your internal team as well. Hence, every time a support executive needs to communicate something with the customer, they have to write it down or, at best, send a screenshot. Repetitive Manual Communication: Emails must be more flexible when integrating with valuable tools like HubSpot, Zendesk, Salesforce, etc.Why would they want to read a support email with 100+ threads? With so many back-and-forth replies, customers often miss out on critical updates on their complaints. Their inboxes are flooded with multiple emails. Thread Fatigue: As mentioned above, email threads are long.Collaboration is often limited to forwarding emails or copying others, leading to long and confusing threads. Lack of Collaboration: It’s difficult to loop in team members for their insights or to delegate tasks efficiently within an email thread.However, standing in the era of automation, some limitations associated with emails make it a poor fit. Emails have been the solo torch-bearer of customer communication for the last two decades. We are not saying that emails no longer work as customer support channels. Why Traditional Email Support Isn't the Best Option If you lead a customer support team and still rely on emails, this article will explain why you should replace emails with Slack. Slack’s famous features, like thread messaging, changing status, workflows, etc., make it a solid contender for replacing customer support emails. A question that has been doing the rounds for quite some time is - can Slack replace email? ![]() One of the critical reasons behind Slack’s unparalleled popularity is this tool’s ability to streamline communication and collaboration with customers. Statista has even projected that the monthly Slack user base will hit 79 million by 2025. Slack has replaced some of the most popular tools to become the top priority for large, medium, and small businesses regarding internal communication.
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