You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
I'm just trying to imagine ways you could use slack and not set an expectation of having someone online to chat to. Use a bot to resond with "we'll get back to you when we can"? There's no option that doesn't feel like an incredibly frustrating experience for the user.
In comparison, Slack has no way to indicate that an agent is already working with someone else in another channel, nor any good way to assign a specific owner--customer questions are dumped into a channel with X support agents as members, one of whom will hopefully respond.
I would actually love that for open channels.
Either you're fine with short, possibly intense (maybe even urgent) conversations, and chat works well.
Or, people want to communicate more async and you can take a day or two to answer. People generally use forums/emails for this.
>You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
>Don’t blame the tool for mismanaged expectations.
My point is that even if the customer feels they can only get an answer in 1 week so they don’t expect any more than that, that feels shit especially if the answer sucks.
Once we know the ground rules, we're all happy. I've taken to doing the same with our customers, so they know not to ask each and every tiny question with a @here ping, or whatever, and that our employees don't live in Slack 24x7.