And I am not talking about the ui: there are multiple interfaces to filter/refine your search instead of being in a single localized page; additionally it would be better to be able to modify your search and view the results side by side, so that you immediately figure out if your new search params are better than the previous ones without having to go through a couple of clicks..
I am so surprised that no one has came up with better search in Slack in so many years, I could literally come up with a better search spec in less than a month - given search is something that is used AT LEAST once a day by people in our org
> +term "exact term" in:#channel1,#channel2 filter:reaction1 OR +term2 "required term" in:#channel1,#channel2 filter:reaction1
another concrete example I just ran:
> "my-store" in:#general
is gonna return 3 correct results and then a bunch of gibberish although I specifically requested for the exact term "my-store"
Now I was never in a huge huge CX environment but internally we had a thing that was like Unthread and things were findable. Ultimately this was because people were serious about typing out things so you always had multiple axes to find things (and general policy of "write out the username to identify people" etc.)
Tools should help, but it's a combo of tools and a culture of regularity that really gets people to be performant and gets away from the "digging endlessly for that one convo" flow.
- Shared Gmail accounts
- Front App
- Zendesk
- Streak for Gmail
to handle customer support/customer success, I can tell you that Slack is probably not a tool that will allow you to scale!
Here's why.
When you do customer success, you usually have to have multiple people in the team handling a customer ticket.
You need to be able to quickly reference other tickets and run automation to be effective.
I use Slack daily and have used it since the early days: Searching for things on Slack sucks plainly. Threading is either you love it or you hate it. You want to flag a message to another person -so they can see it later, perhaps because they're in a different timezone GOOD LUCK.
A parallel could be this: imagine not having A/C and living in hot country like Texas... yeah not fun if you're trying to be productive now is it. (source: me, I tried. NOT FUN)