Case Study: Slack delivers human support at scale with Zendesk Support

Slack chose Zendesk Support as a tool they could scale with, and saw a 74% improvement in first response time after adoption

Slack needed a support system that could keep pace with rapid growth while preserving the human conversations its customer experience team wanted to deliver. Founded in 2009 and launched in 2014, Slack chose Zendesk Support and Zendesk Guide in 2013 so it could build customer relationships early and support a platform expected to reach millions of users.

Using the Zendesk API, Slack built a /feedback flow that creates tickets in the background, routes them to the right team with tagging, and alerts other groups when needed. Slack later expanded its Zendesk setup to include Chat and Talk, and the support team grew to 175 agents across five cities, handling up to 25,000 tickets each month with most email replies sent in under an hour and a CSAT close to 100 percent.

Slack

Ali Rayl

Vice President of Global Customer Experience