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Comment by raulk | Hacker News Reader

Don’t blame the tool for mismanaged expectations.

If the tool is presented as an instant messenger, people often get upset when responses aren't instant.

This is spot on. You should blame the tool for mismanaged expectations if the tool inherently sets the expectations.

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.

No matter how you look at it, if you can't reply in under a few minutes, you shouldn't be presenting your support as a chat. Just use email.

Other support chat tools have solved this for quite some time with a queue and display of estimated waiting time. You may not get an initial response immediately, but once an agent becomes available they're assigned the chat and do communicate synchronously.

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.

What confuses me is that's just not my experience. I've seen and helped run multiple company Slack channels, and none of them regularly had instant responses.

Would be an interesting slack integration to enable setting SLAs. Say a message prefaced with (question) starts a timer and then you can track an SLA against that.

I would actually love that for open channels.

If you expect to not reply immediately (or "soon"), what's the point of using any chat program instead of email?

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.

No, don't use a instant messaging tool like an answering machine. You set the expectations when you open up slack as a support avenue.

Is this intended for support? We use single channel guests at the moment to collaborate on projects with external companies without any issue. This seems to be geared towards that.

I imagine it's intended for any use case in which you want to communicate with people outside your company via slack, but don't want to invite them into your org. I was responding to these comments:

>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.

So am I, "Don’t blame the tool for mismanaged expectations.". This is correct IMHO. Inviting customers in that expect support is setting their expectation that they'll get support in real time. I could think of potentially two of our customers that pay enough for us to consider this. The tool just needs to be used the correct way.

...I feel like I meant to reply to the first one. I agree.

but the medium is the message

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