Exceptional customer service teams deliver fast, frictionless solutions. Behind the scenes this often requires a feat of company-wide coordination. Agents must pull up account information for context, source answers from subject matter experts and quickly escalate potential issues.
Service teams tell us that Slack enables the carefully choreographed art of five-star customer service. But we wanted to go beyond anecdotal evidence. So we turned to Forrester Consulting’s market researchers to evaluate and quantify the economic impact of Slack for service teams.