SignalZen - Customer Support directly from Slack or Microsoft Teams | Product Hu...
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Support is great. Feedback is even better.
"What do you think about the product, pricing, or any other remarks that you can see?🌿"
Hi, all ProductHunt community members! 👋
I would like to introduce SignalZen 📣
In a nutshell 🥜, it simply makes your Customer Support work available directly from ❤️ Slack or 💙 Microsoft Teams.
Why Slack and Microsoft Teams? Because it just lights up 💥 your team's productivity by making CS work an integral part of your team's internal communication tool.🆒
We cover the most common CS channels - Live Chat and Email.⬇️
✅ Speaking about Live Chat, you get a super easy setup and a lot of custom advanced configuration options that make your Live Chat box and icon native to your website solution.
✅ Email integration has such features as templates, multilingual support, and much more in the integration wizard. Answer your emails directly from Slack or MS Teams, likewise, Live Chat queries.
We're really glad about the way we went to introduce all this and that our clients around the world are happy to use SignalZen as their #1️⃣ platform for Customer Support.
We're looking forward to your feedback and thoughts! 🌿
Congratulations, this is a very nice launch 🚀 Firstly, the idea addresses the growing disconnect between teams and customers as they use different platforms. I really like and find value in how this tool cleverly brings customer support into Slack and Teams. I think being able to answer in threads or switch to a dedicated channel is crucial to keep the process as fluid as possible 💧To complement all of it is the dashboard itself for settings and more, which could have been tedious to manage through just Slack.
I suppose this opens up the interesting prospect of interacting with Slack Bots 🤖 Because Slack, presumably, will be a previledged environment, other integrations can help a customer support member answer support queries by looking at internal documentation. This could be active project management, developper tickets (whether a change has been pushed that fixes a problem) and more!
My only question would be regarding scaling. If there are many customer support requests piling into an already busy Slack environment, it can get rather crowded. Are there any plans to perhaps add some AI based automated responses, or integrate with a AI support platform as such? This way, only when you need to connect with an actual customer support agent, Slack gets notified for attention ⚠️
@nuric Hey, thank you very much for the congrats and the question.
It depends on Customer Support size, of course, teams that have a dedicated CS team will find solutions like Intercom or Zendesk more appealing. But even we have clients who have a dedicated CS team and leverage our solution with the help of such features as pre-defined chats routing to different channels (Sales, IT, Marketing, Product, etc.) or using redirect/copy buttons to change the position of the communication flow.
Also, assigning the chats to operators helps to keep focus. Reminders if the chat is not closed - great focus feature as well. Chatting via newly created channels is also possible instead of threads. This is quite powerful even if it doesn't look at the first sight. We have 2 types of Slack integration - via newly created channels or via threads.
The second part of the question is AI and no, for the moment we don't have the AI feature. We're focusing on Live Chat by real people for the moment. However, who knows, maybe the next launch will be with the feature of AI :)
Thank you!
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