This is not really any different than customers clamoring to get the direct email/phone # of developers instead of going through the normal tech support process

This is not really any different than customers clamoring to get the direct email/phone # of developers instead of going through the normal tech support process, or to clamor for daily meetings/phonecalls/sessions. Slack might just be worse by degree. I hate all of the above often having to "support" Tech Support. I have often wanted to tell a customer, "We will not make progress on this till we stop updating you on progress every 5 minutes." This stuff is even worse when you have an army of internal "Customer Success" types at a big company.