The Total Economic Impact of Slack for Service Teams
Exceptional customer service teams deliver fast, frictionless solutions. Behind the scenes this often requires a feat of company-wide coordination. Agents must pull up account information for context, source answers from subject matter experts and quickly escalate potential issues.
“The Total Economic Impact (TEI) of Slack for Service Teams,” is a commissioned study conducted by Forrester Consulting on behalf of Slack. The study shows that Slack not only improves the customer experience, it can also boost revenue and enhance the employee experience.
With Slack, organisations reduced the cost of customer service tickets, increased revenue with improved customer satisfaction and reduced their productivity dragging reliance on a mish-mash of ticketing tools, knowledge bases and reporting solutions. Over three years surveyed organisations:
- Saw a 294% return on their investment in Slack
- Increased revenue by $967,300 due to improved customer satisfaction
- Reduced average ticket handle time by 10.7% and escalations by 17.4%
- Cut the cost per ticket by 15.1%
- Internally, service teams improved employee satisfaction, coaching and culture
Download the report now.