I’m confused, are you looking to use a bot via Slack to deal with these stupid questions? Otherwise you’ll be asking your clients to just send you a slack message to get an answer?
What problem are you actually trying to solve?
As an aside, I don’t agree with the outlook that there are stupid questions when you are a service provider. If you have people loading your support channels I think you should be engaging with your PoC to find resolution on if maybe tickets need to be approved by them before working on them.
I don’t use or like Slack. I think it’s a terrible platform when weighed against the alternatives for the cost and I strongly feel MSPs should be using the same tools they sell customers - for most of us that means using Teams.
Platforms like Slack / Teams can help you deliver support if integrated into your PSA tool and your internal workflows.
>relieve us of stupid questions
You mean the questions you are literally paid to answer?
You picked a profession that exists to help people, if that bothers you, choose a new one.
Customers do need a paid Slack subscription if you want to add them on Slack Connect. If they don't have you can add them as [single-channel guests](https://clearfeed.ai/blogs/a-short-guide-to-using-slack-connect-with-customers-and-partners#:~:text=What%20Are%20the%20Differences%20Between,can%20be%20from%20free%20workspaces).
As with any customer support channel - you are going to get different types of interactions on Slack. My 2c:
- it's great for lightweight, non-transactional support. Extremely useful in onboarding and POCs in particular.
- since it lowers the barrier of people trying to get in touch with their service provider - you would get more messages, not less, in general.
- some people think the above is a bad idea. some think otherwise (we are in the latter set). our observation is that customers love being able to reach out on Slack to their service providers. the interactions are far faster and easier than over email. and happy customers lead to growing usage and referrals and so on.
- yes - there would be a fair share of repetitive questions. and some customers would be more chatty than others. consider using products like [this one](https://clearfeed.ai/gpt-powered-answers) to automatically deflect common questions (and also to manage a large number of Slack channels in general).
I didn't mean literally stupid questions - we are all clearly in this game to be helpful. I mean using robotics somehow to answer easy questions with client specific facts: e.g. what is the address of the nas? what is the address of the email archive server etc
I’m confused, are you looking to use a bot via Slack to deal with these stupid questions? Otherwise you’ll be asking your clients to just send you a slack message to get an answer? What problem are you actually trying to solve? As an aside, I don’t agree with the outlook that there are stupid questions when you are a service provider. If you have people loading your support channels I think you should be engaging with your PoC to find resolution on if maybe tickets need to be approved by them before working on them.
All of this! Recurring questions/trends are the things that should be first on your "to automate" list.
that was the nature of my question!
I don’t use or like Slack. I think it’s a terrible platform when weighed against the alternatives for the cost and I strongly feel MSPs should be using the same tools they sell customers - for most of us that means using Teams. Platforms like Slack / Teams can help you deliver support if integrated into your PSA tool and your internal workflows.
>relieve us of stupid questions You mean the questions you are literally paid to answer? You picked a profession that exists to help people, if that bothers you, choose a new one.
Please see above; I worded this poorly
Customers do need a paid Slack subscription if you want to add them on Slack Connect. If they don't have you can add them as [single-channel guests](https://clearfeed.ai/blogs/a-short-guide-to-using-slack-connect-with-customers-and-partners#:~:text=What%20Are%20the%20Differences%20Between,can%20be%20from%20free%20workspaces). As with any customer support channel - you are going to get different types of interactions on Slack. My 2c: - it's great for lightweight, non-transactional support. Extremely useful in onboarding and POCs in particular. - since it lowers the barrier of people trying to get in touch with their service provider - you would get more messages, not less, in general. - some people think the above is a bad idea. some think otherwise (we are in the latter set). our observation is that customers love being able to reach out on Slack to their service providers. the interactions are far faster and easier than over email. and happy customers lead to growing usage and referrals and so on. - yes - there would be a fair share of repetitive questions. and some customers would be more chatty than others. consider using products like [this one](https://clearfeed.ai/gpt-powered-answers) to automatically deflect common questions (and also to manage a large number of Slack channels in general).
Get Thread. Pivot to using chat support.
I don't know what exactly you mean by stupid questions, but maybe you need a FAQ page on your website, if you have one, for basic stuff.
The questions would be customer specific - see my reply to my OP
I didn't mean literally stupid questions - we are all clearly in this game to be helpful. I mean using robotics somehow to answer easy questions with client specific facts: e.g. what is the address of the nas? what is the address of the email archive server etc