The purpose of this study is to provide readers with a framework to evaluate the potential financial impact for organisations that use Slack for their service teams.

Prior to using Slack, these service teams relied on a large mix of ticketing tools, knowledge bases and reporting solutions. However, companies struggled to bridge the gap between the tools, information and experts needed to resolve customer issues and were looking for ways to improve their customer service, customer experience, cost efficiency and their organisational culture.

With Slack for their service teams, organisations reduced the cost of customer service tickets, increased their revenue from improved customer satisfaction and improved general productivity across the company.

Find out more about this survey.