For remote customer service teams, Slack is your virtual office environment. It’s your meeting room, your noticeboard, and the one space you can count on everyone checking on a regular basis.
So if you lead a customer support team who uses Slack, you may be interested in the best Slack apps and integrations that will help you work more effectively and boost productivity.
In this article, we round up our favorite Slack applications for support teams in 2024.
Geckoboard
Geckoboard is perhaps best known as an app you can use to create TV dashboards that display customer service metrics in real-time. However, for many years, it’s become increasingly popular with remote (and hybrid) Support teams who use Slack.
That’s because you can use Geckoboard to increase the visibility of your most important metrics - especially in Slack, where your team will take notice.
Geckoboard connects to over 90 data sources including Zendesk, Aircall and Intercom. You can use these data sources to create real-time dashboards which visualize customer service metrics like CSAT, FRT and SLA performance.
As well as being able to share your custom dashboards with anyone, via sharing links, you can also connect Geckoboard to Slack to really help your team become more data-driven.
‘Slack snapshots’ mean you can automate your reporting and share key performance metrics on Slack channels, at regular intervals.
You can also set up notifications, which alert your team members in Slack whenever your KPIs breach a set threshold. That means if you suddenly breach Service Level Agreements, or receive a sudden build up of tickets, your team will be notified in Slack.
Zapier
Zapier's Slack integration opens a world of automation possibilities for customer service teams who want to save time. By connecting Slack with over 2,000 web services, teams can automate repetitive tasks, such as ticket creation and notification alerts, thereby streamlining their workflows and ensuring everyone stays in the loop when new calls are booked, or tickets change.
Typeform
Typeform is one of the most popular form builder tools available – it also has a Slack integration which is popular with customer support teams. Using Typeform, you can easily pump customer feedback and submissions directly into your Slack channels. This makes sure that customer feedback receives maximum visibility across the company – perhaps even with stakeholders outside of the customer service team.
Assist AI
If you're a helpdesk team (perhaps in IT or HR) focused on providing internal customer support for your organization , then you should check out Assist AI. This is an AI-powered self-service solution which learns from your internal knowledge sources, so it can directly respond to queries on Slack.
SMS to Slack
SMS to Slack does what it says on the tin – it converts Slack messages into SMS so you can communicate with customers via their phone, without ever leaving Slack. You can create dedicated phone numbers and link them to specific Slack channels. This is perfect for teams who are branching out into SMS support, but still want to keep day-to-day management within environments they are already working in.
Asana
You may know Asana as a project management tool – but it also has a well-loved Slack integration.
The Asana for Slack integration offers a range of functionalities that will enhance task management within Slack. You can take action on tasks from notifications or Asana links, including viewing task details, marking tasks as complete, editing assignees and due dates, or adding tasks to a project.
Donut
Donut randomly pairs people for virtual catchups, and includes other features you can use to automate and track this process.
Donut is a Slack integration which rapidly grew over lockdown, when teams were looking to recreate those all-important casual conversations you have in the office, but when working remotely.
It’s not specific to Customer Service teams, but is definitely worth considering if you are a remote team who wants to develop strong one-to-one relationships within the team.
