Our Live Chat Team Experience With Slack
Slack is just the tool. We’re the ones to blame for our own impossibility to distance ourselves from it. It takes a lot of motivation and self-awareness to not get involved in the distractions that are inevitable at the office, and just focus on getting things done. But you can do it! Our live chat team experience with Slack will be helpful for you to manage things.
Slack And Our Live Chat Team
We use Slack at Chat Support Service… all the time!
Slack is the place where a lot of live chat’s life is happening. We work in an open space right now, and even use the scooters to go make some coffee or visit someone from the other team. We don’t have separate rooms, the office is a huge, long space. Because of the long distance, we don’t shout to the person who sits 5-10 meters from us, we write on Slack.
OK, sometimes we go to that person, but yeah, Slack is easier!
Our Live Chat Team Chat Strategy
On Slack, our live chat team has channels like #general, where we share info about new team members, important issues that we discuss at work and the discussions about the future of the live chat industry. There are also many channels, like #marketing, #support, #sales, #admins where smaller groups of people from different departments talk about their projects.
Slack Shortcuts To Speed Up Communication
Our live chat agents use a quick search and a full list of unread messages by using CMD+K or CMD+T (on Windows CTRL+K).
Without taking your hands from the keyboard, you can smoothly go through all the messages. You can find basic slack shortcuts here.
Different Email Communication
When it comes to communication, a long time ago, we decided that on Slack, we would handle urgent cases, projects, etc. On emails, we write about important things, projects that take time and messages that we want to last.
On Slack, they could get lost in the waterfall of messages, especially for people who are on vacation and don’t check it a few times a day.
For that kind of communication we have a few advice as well: check the blog posts!
Communicate Wisely
Considering our live chat team experience, the last advice I want to give you is to get up and talk in person if you have something serious to talk about. Eyes to eyes communication is not dead yet. So go for a walk and talk about this project you have in mind.
