Shared Slack channels for B2B support
Are folks in mid-high touch B2B markets using shared slack channels or something similar to provide support for your customers?
We open a shared slack channel with each of our customers even before the contract is signed, and have seen it helps resolve issues and lets customers come up with new feature requests in a way that's much more convenient and faster than traditional email / support tickets.
Are others doing this as well? If so, are you using any tools to manage these channels, triage requests/bugs, post updates, etc?
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Huh - maybe it's your market but I deal with b2b too, and customers find us very responsive and we only do email comms through a support ticket system. We disable live chat too. I don't like to deal with live chat because it creates the illusion of a requirement to respond quickly - which actually hurts us. We can't provide 24/7 support and build our product. Our customers are used to dealing with long wait times for emails from other services they use, so they are surprised when we respond quickly (we are talking hours, not even minutes).