Casie Lemaire
Jan 5, 2021

Salesforce Acquires Slack: Enhancing digital communication for the better

It seems that the fastest, easiest, and safest methods of communication between colleagues and businesses nowadays are online via chats such as Google Chat and Slack to name a few.
Salesforce Acquires Slack: Enhancing digital communication for the better

“Hi, everyone, reminder that our meeting starts in 5 minutes!” *message sent* 

It seems that the fastest, easiest, and safest methods of communication between colleagues and businesses nowadays are online via chats such as Google Chat and Slack to name a few. There was no surprise when the news spread of Salesforce acquiring Slack. It only made sense for Salesforce, who is constantly focused on delivering excellent customer service by providing the best CRM system, to purchase Slack. Combining Slack with the Salesforce Customer 360 will be transformative for customers and the industry. This combination will create a new operating system for a more effective way to work, uniquely enabling companies to grow and succeed in this all-digital world we live in today. 

Why choose Slack for your business communication? 

Established in 2013, Slack has transformed business communication. It’s the leading channel-based messaging platform, used by millions to align their teams, unify their systems, and drive their businesses forward. One of the many great features of Slack is that it offers a secure environment that can scale with the largest companies in the world. With this new method of technology, people can work together more effectively, connect all their other software tools and services, and find the information they need to do their best work! 

Connecting people and data across systems, apps and devices is one of the biggest challenges companies face in today’s all-digital world. Slack’s open platform seamlessly integrates with more than 2,400 apps that people use to collaborate, communicate and get work done. With the largest enterprise app ecosystem, the Salesforce platform is the easiest way to build and deliver apps to connect with customers in a whole new way.

As a combined force, Salesforce and Slack will work hand in hand to create the most extensive open ecosystem of apps and workflows for businesses and empower millions of developers to build the next generation of apps, with clicks instead of code! 

Slack Features 

Channels facilitate and expedite the communication process among parties. With the Slack channel feature, teams are able to share files, make video calls, and collaborate with partners. 

As mentioned, Slack allows for integrations that allow users to stay connected with other platforms. These integrated apps are unified and secure and you don’t have to worry about context-switching which can often slow down productivity. No one wants to have that, especially in a fast-paced work environment. 

According to the Rescue Time blog written by Jory MacKay, “Context switching can eat up to 80% of your productive time. Most people average only 3 minutes on a given task before switching to something else.” With help from Slack, teams can join video calls, manage calendars and collaborate on files without switching context! 

You can take Slack with you on the go. Connect with your teammates and customers anywhere you are and at any time! 

What does the Slack acquisition mean for the future of Contact Centers? 

Slack is designed to work with your internally built solutions and processes. You are able to customize the integrated apps to your liking and make them work for you. With the help of the Workflow Builder and Slack’s APIs, call center tasks will be carried out even more effectively and efficiently across the Salesforce platform. The workflow builder and Slack’s APIs allows for customer service representatives to better organize tasks and take care of tasks that might seem mundane so that they can focus more of their efforts on other customer inquiries. 

A workflow takes a process that might be tedious, such as making or receiving a request and streamlines it for you in real-time. With the help of the Workflow Builder, you are able to spend less time coordinating and more time on other important tasks. For example you can build a workflow that easily captures and organizes key information in a channel like a help request which helps reduce back and forth messages. You can structure the workflow to automatically move requests through to relevant teams reducing unnecessary delays and the time it takes to get the tasks completed. By doing all of this in Slack where the team is already working, you are keeping things simpler and more transparent for everyone! You are also working faster and smarter as a result. 

Sample Workflow

With Slack’s APIs you can build custom apps that integrate your internal tools, processes and data to make it match the integrity and the mission of your company. Every Slack app has access to a wide range of APIs that allows you to read, write, and update many types of data in Slack. These include, but are not limited to, Web, Event and Admin APIs.

How can NeuraFlash help guide you in the right direction? 

The possibilities with Slack are endless! Let NeuraFlash help guide you to make the most out your new methods of communicating with your peers in this digital era. As a leading AI and Platinum ISV consulting partner for Salesforce we understand the complexity behind these technologies. We know Einstein, Bots, and Salesforce, and we understand that your customers’ satisfaction is your number one priority. Contact us today for more information on how we can help! Send us any burning questions you may have about Slack and what the Salesforce acquisition could mean for your business needs.

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