Some teams fundamentally don't work to work in something like Slack, anywhere. That makes sense. If you're using it internally, though, it probably makes sense

Some teams fundamentally don't work to work in something like Slack, anywhere. That makes sense. If you're using it internally, though, it probably makes sense to use with high-value customers, too. Slack's shared channels go a long way toward enabling teams to stay in their own space, on their own terms, while working together. On its own, Slack isn't as well suited to working with customers -- notifications and confused ownership get complicated, and stuff starts to slip through the cracks. We've helped teams scale up Slack-based support and customer management with an add-on called Frame for Slack (disclaimer: I work at frame.ai). With @frame sitting in the channel, it's way easier to manage these channels just like a support system. Tailored escalation schedules to fetch only the people who need to respond in a given channel at a specific time, state management to remind people a conversation has not been resolved, and analytics to provide transparency into the level of effort by each person in each channel, responsiveness, full text search and reporting on the substance of historical messages, etc.