In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system that improves your team’s efficiency and takes your customer success to the next level.
In October 2019, Slack reported that more than 6 million people were using its online collaboration software. By March 10, 2020, that number surpassed 10 million. A mere 16 days later, on March 26, the company reached 12.5 million users.
While these exponential increases over such a short period of time were obviously attributed to the COVID-19 pandemic, the usage of online workplace collaboration tools, like Slack, has been growing significantly in recent years – and for good reason.
Benefits of Online Collaboration Software
As the world continues to become more digital and workplaces continue to expand beyond the four walls of office buildings, the need for more efficient ways of communicating, file sharing, and project management has become crucial. Setting up a phone or video call is more difficult now as it often requires careful planning to align schedules and time zones. Even the trusty email is slowly becoming obsolete because it is so easily buried, ignored or lost. Collaboration software, however, makes it quick and easy to respond to questions or share and save important files.
Companies have found that these collaboration tools can solve a number of workplace problems (both virtual and in-person), including:
- Streamlining collaboration and workflows.
- Quickly updating frontline employees with important information.
- Reducing silos by making it easy to share files and information across teams.
- Adding contractors into chat groups to improve collaboration.
- Improving project management by increasing visibility into tasks and time management.
- Increasing customer success by improving response time.
Supercharging Slack with Totango
Slack is a powerful channel-based collaboration software that allows users to work together more effectively, connect all of their software tools and services, and find the information they need within a secure environment. It is one of the top workplace collaboration tools on the market, and when integrated with Totango, it is even more powerful.
With Totango’s Slack Integration, companies can share important account information, collaborate, create a task force, and much more from one single platform. What is especially useful about this integration, however, is that it includes access to Totango’s Zoe, a friendly interface that aligns your company around your customer. Zoe in Slack appears as a chat-bot and is designed to make it simple for the entire company to participate in customer success by giving everyone access to the rich customer information available in Totango.
Zoe democratizes customer data, making it easily accessible to everyone in the organization. Any employee can ask Zoe a question about a customer and get the information needed without ever leaving Slack by simply typing “@zoe tell me about…” in a chat. Zoe will immediately respond with the data in the Totango Customer Success Center. Users can also quickly add a touchpoint to a customer account directly from Slack by typing “@zoe add a touchpoint to…” to start the process.
Another benefit of Zoe for slack is that it enables cross-functional teams to work together for customer causes by making it simple for employees to ask for help on customer-focused initiatives. Employees can introduce an impact step they want to work on, and then experts from all departments can come together to quickly get to work on it by typing “@zoe sign me up for <customer champion action of choice>” in Slack to be added to the activity. Successfully completed impact steps can be shared company-wide on Slack channels to give visibility to these impacts and acknowledge everyone’s participation.
Ready to get started? Learn how you can quickly and easily set up Totango’s Slack Integration <<here>> and start reaping the benefits of this dynamic duo today!