AI

Message threading works great until a customer stops following it. Here's how threading actually breaks in a shared Slack channel, and what to do instead.

Average handle time was built for call queues with hold time and wrap codes. Here's what it actually means, and doesn't, in a Slack Connect thread.

Every guide to customer service burnout skips what happens in a shared Slack channel. Here's the three extra drivers, and what actually fixes them.

Threads in Slack work differently in a shared client channel than an internal one. Here's how to use them when the customer sets half the rules.

B2B customer support already happens in Slack Connect for a lot of companies. Here's when that setup actually works, and when it genuinely doesn't.

Customer support for startups usually means an outsourcing pitch or a platform comparison. Here's what actually works before you're ready for either.