Slack - Communicating with your customers about Thread Chat

Updated by Stephen Boss

End-User How-To Content

When communicating with customers, we find it helps to make your messaging simple and to the point. You can level up its effectiveness by linking to user how-to guides or video tutorials. You can either attach these to your customer communications and/or add these resources to your customer knowledge base.

Here are some resources to get your customers started (feel free to make your own versions of these assets).

User Video Tutorial

Feel free to share this link directly with your customers -- or use this video as inspiration to record your own!

How to request IT support from Slack (loom.com)

User Guide Document

Add screenshots from your own branded app and distribute this document along with an email announcement.

📄 Generic Documentation - Slack Support.docx

Communicating with your Customers about Thread Chat

Your customers need to know about your awesome new support channel if you want them to use it! Once you roll out Thread to a customer, we recommend sending them a sequence of emails to let them know about the experience.

Below our Marketing team has crafted an email sequence that will help you inform your customers about the new support channel and encourage them to try it out. Feel free to use these email templates and send them out in a timed sequence to your end customers.

Thread recommends sending each email in your sequence a week apart. That way, if one of your users missed your first email, they're more likely to pick up Thread on the second or third email.

Email 1: Introduction to Easy IT Support with Thread

To: {{User List}}

Subject: Quick and easy IT support now available in Slack!

Hi [Customer's Name],

Exciting news! We've launched a new IT support channel in Slack, making it easier than ever to get your IT questions answered promptly.

  • No additional software needed - we've set it all up for you.
  • Simply find [Your Custom App Name] in Slack.
  • Start a new request to quickly connect with our support team.

Ready to try it out? Let us know if you have any questions!

[Screenshot of your custom app]

Best,

[Your Company's Name]

Email 2: How to Use Thread's Chat for Efficient Support

To: {{User List}}

Subject: Get the Most Out of Your IT Support in Slack

Hi [Customer's Name],

Maximize your IT support experience with Thread in Slack:

  1. Go to [Your Custom App Name] in Slack.
  2. Select 'New Request' for chat support.
  3. Describe your issue and get connected to the right expert.
  4. Track updates and responses in real-time, all within Slack.

Experience the ease of IT support right where you work. Any questions? We're here to help!

[Screenshot of your custom app]

Warm regards,

[Your Company's Name]

Email 3: Reminder to Use Thread for Quick IT Solutions

To: {{User List}}

Subject: Quick Reminder: Instant IT Support is Just a Chat Away!

Hi [Customer's Name],

Just a quick reminder that instant IT support is available directly within Slack via Thread.

Why wait for email responses when you can:

🚀 Chat in real-time with our IT experts.

👥 Get personalized support without leaving Slack.

💡 Resolve issues faster and more efficiently.

Give it a try and feel the difference! Need assistance? We're only a chat away.

[Screenshot of your custom app]

Cheers,

[Your Company's Name]

How did we do?