Case Study: Slack delivers human customer support at scale with Zendesk Guide

Slack - Customer Case Study

Slack wanted a support setup that could keep pace with rapid growth while still giving customers human conversations. The company chose Zendesk Guide and Zendesk Support early, knowing it needed a system that could scale as Slack expanded from private beta to millions of users.

Using the Zendesk API, Slack built a /feedback command that creates tickets in the background, set up tagging and routing to get requests to the right team, and added support across mobile and other channels. Slack later expanded its Zendesk solution to include Chat and Talk, and the team now fields up to 25,000 tickets each month, responds to most email tickets in under an hour, and maintains a CSAT close to 100 percent.

Slack

Ali Rayl

Vice President of Global Customer Experience