Slack and Connection to Salesforce

Slack is one of the most popular communications platforms for businesses around the globe. It ranks as the #1 CRM platform worldwide, so connecting Slack and Salesforce sounds like a good move.
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In 2021, Salesforce acquired Slack to create a native connection between them and expand functionality. The original connection was provided by the Salesforce for Slack application, which was launched in 2019 and its functionality has expanded over the years. It’s available to everyone for free, so if your company uses Slack and Salesforce, it’s definitely good to start using this connection to get the job done more efficiently. Salesforce continues to develop the application, so the functionality will continue to expand, while Salesforce is also working on Slack-First integration, which promises a deeper connection with Slack.
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Slack connects teams and supports any form of work, whether in person at the office or through the home office, making communication easier and faster. Slack provides easy access to news information, application links, and a place to share knowledge across the company.

Slack helps in 3 main areas:
  • Connecting teams for faster work.
  • Access to the world’s largest network for business collaboration.
  • Centralize business processes to deliver the shortest path from data to action.
Nowadays, companies need to satisfy the clients in the way they want to communicate, whether it’s via phone, email, web, social networks.. and these opportunities are still growing, but the basic remains the same – to connect two people – a customer and a customer service professional. For this, it is important to have a connected service team.

From collaborating with internal experts to troubleshooting in real-time, customer service professionals need access to on-demand answers and experts, as well as customer information, orders, and communications with support. Slack provides access and visibility to these things. These are the areas that Slack-first focuses on.

A good connection between the customer and service support increases customer satisfaction and the customer is happy to return when he needs help next time.


Solving requests faster thanks to Slack


Creating channels for teams and groups of people working together is key to achieving more efficient work and reducing the time to solve a problem. People are connected to the right people and have access to the necessary information. Slack native customer case support contributes to a more convenient and faster solution.

The advantage is also the opportunity to alert the relevant team to the feedback provided by the customer and emphasize the customer’s view of the potential improvement of the approach or solution. Setting up alerts and integrating Salesforce to display and take the next steps in the requirements process directly in Slack makes the process more efficient and traceable.

Thanks to Slack searchability, it is possible to find files, news, and channels with the necessary content, documents, and answers to frequently asked questions. Customer support can communicate directly with the necessary expertise and speed up the time required to resolve a request.

Bringing external stakeholders, such as partners and customers, to important conversations, is provided through Slack Connect, available for every paid version of Slack. Client support can create channels and invite key customers or partners to provide personalized services, collaborate and solve problems in real-time with the team. People can come in and out of service channels when they need to engage in specific requests.
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Slack-First Customer 360


Slack-First improves the areas of Sales, Service, Marketing, and Analytics. The connection between Service and Slack improved:
  • Company mobilization – rapid allocation of case resolution support.
  • Accelerate incident management – connecting teams to solve challenging problems.
  • Personalize service for key customers – provide B2B customers with real-time support through a dedicated Slack channel.
  • Find answers faster search – each agent can intelligently browse appropriate messages, files, and previous issues to help them solve problems effectively.
  • Service teams saw a 9% average reduction in ticket resolution time due to the interconnection of Salesforce and Slack platforms.
The Total Economic Impact Study conducted by Slack says that organizations can get a return on their investment in less than 6 months. Companies that invest in Slack can see an average return of up to 338%. The study also shows that improved general productivity to a value of $2.1 million.
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Salesforce CEO Marc Benioff called the Slack purchase “heavenly” and said it could change the future of enterprise software [4]. Salesforce believes that the combination of its platform and Slack environment could be key to the future of work.


Conclusion


Connecting Slack and Salesforce makes displaying data and adding messages to records faster and more efficient. The user is still in Slack and does not need to switch to Salesforce. Communication and communication channels connect people and teams, finding the files and answers they need to resolve requests faster.

Slack-first is improving and the Total Economics Impact study points to a positive impact on the efficiency of companies.

With the gradual development, Slack is becoming more and more usable and, in the future, it may be an inseparable component of communication and case solution platform as the #1 on the market.


Ján Petráš, CRM Consultant