Customers hold their tech stack providers to a higher standard than ever before. With evolving customer needs and feature requests, companies need scalable and nimble internal solutions to stay on top. To grow their customers into fans and address challenges, Slack and Groundswell partnered together to improve customer experiences and customer service processes.
To exceed expectations, Groundswell helped Slack to strengthen their approach to collaboration, both internally and externally. This is how the development and launch of the Slack Community Forum App and Customer Success Forecasting App were born.
Enhancing Online Forum Collaboration
There is an increased interest and investment to develop online forums and knowledge portals than ever before. Recent studies show that 58% of online communities say that their customers are more loyal to their brand because of their community. This shift led the Slack Community team to build a modern and dynamic forum for all their user groups. Groundswell enhanced Slack’s digital forum experience with Experience Cloud, delivering a versatile and robust community platform for Slack users to answer submitted questions and share posts on social channels.
Salesforce CPQ & The Slack Forecasting App
Agility and streamlining workflows to better service customers were at the forefront of the Slack management focus. Groundswell helped to develop a smooth transition for the Customer Success team to easily use the Salesforce CPQ Forecasting app to submit their forecasted consumption values for each business account, with the ability to automatically pull and calculate certain data points in order to increase efficiency.
The Slack team now has the right flexibility in their workflow to meet evolving needs and customer hybrid team compositions. Their team can now focus on delivering a strong product service that integrates easily with all tech stacks, as well as frequent product updates to keep up with the changing landscape.
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Groundswell was instrumental in helping increase Slack’s adoption of Salesforce across all lines of business. They were crucial in Slack’s migration to LEX and re-implementation of CPQ.– Jayann Woo, Salesforce Account Executive for Slack
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Groundswell has extensive experience working with clients like Slack to grow customer engagement initiatives, and make sure you are making the most of your internal and external data sources with Experience Cloud. You can now personalize all your customer-facing content and portals intelligently with data-driven content and create smart interactions with AI. Contact us today to find out how we can work together: email@example.com.