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The Best Slack Communities For Customer Service Pros


Authored by Kayla Brehm
Published on March 28, 2016

Slack. Ever heard of it?

It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3 million daily active users are people who have just started using slack in the past two months.

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It’s one of the most popular apps out there right now, and it’s just getting started.

Slack powers - and eases- the process of team communication. No longer do teams have to resort to a cocktail of Google Chat, Email, and even Social Media to get work done. Now, one tool can do the trick.  

But what if we could simplify the process for people outside of corporate teams? What if we could leverage Slack’s hyper-growth and streamlined process of team communication to learn from our peers? A lot of people have asked that same question, and with that we’ve seen the rise of social communities within Slack.

 

Why Slack?

So why are community developers flocking to Slack? As it’s hyper growth indicates, it’s an easy tool to pick up, navigate, and monitor. You can easily create an invitation process to restrict your community to a specific audience.

Community Builder Ginny Torok of Traackr chose Slack to build brand awareness and connect with influencers. “Slack is the easiest way to bring influencers together. I wanted to create a space to be able to provide influencers with value. So, the space is created as a way to connect like-minded influencers, and provide value for them. There’s a section to be able to get resources for content, like ask each other for quotes or input, and the team also provides a space to share news and knowledge.”

Below we’ve listed a couple of our favorite Slack Communities that cover topics like customer service/ experience, training, and beyond.

 

The Communities

Support Driven

Support Driven is a great resource for customer service professionals at any stage in their career. From topics on individual KPI’s to how to break up with a customer, they cover it all. We chatted with organizer Scott Tran about why he chose Slack as the main channel for the community.

“I think forums (LinkedIn groups, Facebook groups, etc. ) can be great places to find and answer questions. But they’re a terrible medium for conversations. I knew from the beginning that I wanted Support Driven to be chat based rather than forum based. Nothing is sadder than posting a question on a forum and no one replies to it. And I’ve seen that happen on really busy forums.

I think people talking to each other and getting to know each other is the most important thing about community. We’re a community, not an encyclopedia. Plus there’s no such thing as the one true answer when it comes to support and managing support teams. I’d much rather have someone ask about job titles, CSAT/NPS, hiring, etc. even if we’ve talked about it a dozen times before. The magic happens in those conversations and there’s no way you can predict/plan for them.”

 

Customer Retention/ Happiness Slack

The Customer Retention slack forum is still young but it has a great audience. You’ll pick up tips from CRO experts and get product advice from peers. The community is growing, so jump in!

 

CS Heroes

Customer Service Heros is a great channel for those interested in chatting about all things customer service and customer success.

 

Buffer Community

The team at Buffer argues that Slack has high participant engagement and is incredibly cost-effective (they have a free plan!). “There are around 4 million groups on LinkedIn, but there are less than 200 active and popular open communities on Slack.” Their wildly successful #BufferChats on Twitter are often extended to the slack after the hour is up each week. This community is a great resource for well-rounded advice from those who’ve been there.

Buffer Community Champion Alfred Lua on Slack:

“I feel that Slack is a great platform for communities who want to build close relationships among members. With conversations taking place in real-time and having a casual environment to chat, a Slack community allows members to get to know one another on a much deeper level.

The main approach I have been taking for the community is to listen to the community’s needs and wants while keeping in mind the vision for the community.”

The Buffer team recently added a support channel in their Slack Community, helping support pros find the best solutions for issues they may face on different channels.

 

Find Your Favorite

Product Hunt recently featured Slofile, a slack community database. It’s a great resource for people wanting to find specific communities for their industry or hobby. This Medium list is also a helpful resource for finding popular communities.

 

Did we miss any? Do you have a favorite?

 

   




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