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“Then we can ping the client and resolve the issue in real time.”Įfficiently Managing Projects Without Compromising Security “When we receive a service ticket, we are notified via our Zendesk integration in Slack,” says Jason Ferguson, Senior Director, Client Services. The team also relies on a Zendesk Slack integration to track service desk tickets, troubleshoot, and resolve issues. Whenever the team sees an uptick in activity or service impacting issues, they can quickly alert clients and internal teams for quick resolution. With the help of a handy Geckoboard Slack integration, the RTO team can monitor clients’ incoming calls and chats - without ever leaving Slack. ModSquad’s real-time operations (RTO) monitoring team provides 24/7 support to projects across their business. By helping our clients monitor their customers’ needs on the back end with Slack, we help them support better relationships.”
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“We’re constantly communicating about updates like new product launches or patch updates. “Our client interactions are very fluid,” says Henry. In the #blue_apron-client_gen channel, ModSquad’s project managers and customer service agents communicate directly with Blue Apron’s internal customer support team to coordinate real-time support operations. When it comes to providing customer support that’s the crème de la crème, ModSquad is Blue Apron’s sous-chef. Providing Solutions and Resolving Client Issues in Real Time
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We spoke with team leaders across various departments to find out how Mods use Slack Connect to securely: To date, ModSquad shares more than 50 Slack channels with clients. That’s why Slack is ModSquad’s virtual HQ for both internal and external collaboration. According to Steve Henry, SVP, Client Services, Mods cover roughly 70 countries, providing services in more than 50 languages and dialects. With operations centers and remote Mods spanning the globe, ModSquad has been a remote company since 2007. So instead of working with their clients over email, Mods use channels to manage projects, address requests, and coordinate support in real time. Slack Connect allows Mods to move all conversations with clients into Slack channels - a single place to share files and messages. And when it comes to delivering exceptional on-demand service, Slack Connect is the Mods’ vehicle-of-choice. Department of State, and Electronic Arts - keep in touch with their fans online? They get by with a little help from their friends at ModSquad, a customer experience outsourcer.Įach day, ModSquad’s global crew of experts - the Mods - help their customers engage with their audiences online through customer support, content moderation, community management, and social media. How do some of the world’s leading brands - such as the NFL, U.S.
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From workflows and partner integrations, to security and team building, ModSquad is a prime example of how to leverage the platform to its fullest,” says Ali Rayl, Slack’s VP of Customer Experience. “ModSquad was among the pioneers of the remote work model for the customer experience industry over a decade ago, so they know communication software. Now, our friends at Slack have showcased our use of Slack connect in their article, “ ModSquad Provides Swift and Secure Service to Clients with Slack Connect,” featuring insights from some of ModSquad’s Slack power users. Bonus: most of our clients use Slack too! Slack has streamlined our communications and operational efficiency is soaring. So when it came to picking our new communication tool, we chose Slack. Whether we’re forging partnerships or considering new software, we look for the best companies making the best products. At ModSquad, we know that success - both for us and our clients - is a team effort.
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