Guides and How-to's

Unthread’s Guide to Customer Self-Service

Did you know that, according to a 2023 Gartner survey, only 14% of self-service inquiries are fully resolved, yet 73% of customers prefer self-service options? While it may seem easier to contact the customer support team, sometimes it’s faster to find solutions on our own—if the right resources

Collaboration and Communication

How Unthread's AI Response Feature Improves Resolution Times

AI-powered tools are everywhere, and standing out as a lasting, valuable solution is no small feat. Within customer support, one of AI’s most effective applications has been generating responses to handle repetitive questions, automating tedious tasks, and freeing up time for support teams to focus on complex issues. Now,

Guides and How-to's

How to Improve Customer Success Operations While Scaling

As businesses grow, the need to scale their customer success (CS) operations becomes inevitable. What works for a small startup might not translate as the customer base expands, and a reactive, one-size-fits-all model might strain resources and lead to diminishing customer satisfaction. To stay ahead, companies need a scalable approach

Guides and How-to's

How Unthread’s Task Manager Integrations Provide Better Alignment

Customer support teams often face challenges when a customer reports a bug or issue that requires developer intervention. Typically, customer-facing roles lack the technical skills to resolve these issues directly, necessitating a clear communication channel with developers. This is where Unthread’s task manager integrations come into play. Task management

Guides and How-to's

Things You Can Automate at Work Using AI

Repetitive tasks can drain your time and you with little room for strategic work, hindering overall productivity. Fortunately, there’s a way to be free from these tedious tasks – by automating them using AI. In this article, we listed several ways you can use AI to automate tasks at work,

Guides and How-to's

Connecting Microsoft Teams to Slack via Unthread

According to Microsoft's report in 2023, there are 320 Million active users of Microsoft Teams. On the other hand, Slack has a much smaller number of active users, 35 millions to be exact. In a world where companies are using chat apps to communicate with each other, this

Guides and How-to's

How to Connect Email To Slack Using Unthread

With much of the world moving their support to Slack and Teams, we can forget that email still represents a major portion of how customers communicate with vendors. While this method is tried and true, it has the following issues out of the box: * Emails are not collaborative, meaning you

Guides and How-to's

How to Manage On-Call Schedules in Slack

Whether you're managing an engineering team, an IT team, or a customer support team, it's crucial to have the right person notified of new issues that come up. As the team grows, it's common to set schedules and rotations of who should be on

Guides and How-to's

Quickstart Guide to Using Slack for Sales Teams

There are over 200,000 companies that use Slack for instant communication. As of 2019, over 51% of employees prefer chat apps like Slack and Teams over email. In June 2020, Slack launched Slack Connect, a powerful way for companies to collaborate with each other in real-time. Currently, over 80%

Guides and How-to's

5 Best Tools for Slack Support

Providing support to customers over Slack is a great way to increase engagement and retention – we review the best tools scale support on Slack.

Guides and How-to's

How to Reply to Slack Messages from Zendesk

If you're using Slack for customer support, you're likely doing doing customer support directly from the Slack app. This can be overwhelming unless you properly organize your customer channels, but more importantly, it can become a separate tool than your primary ticketing platform, such as Zendesk,

Guides and How-to's

Tips on Getting SOC2 Type 2 Compliance

SOC2 type 2 compliance is becoming increasingly important signal for SaaS companies that they follow best practices in protecting user data. SOC2 is an auditing process that evaluates a wide range of security and privacy-related controls, and Type 2 certification is especially rigorous, requiring a company to demonstrate that it

Guides and How-to's

How to Merge Email & Slack Conversations in Your CRM

Every customer interaction has valuable data to unlock product feedback, upsell opportunities, and roadmap ideas. It's important to be diligent about tracking & organizing these conversations across all communication channels. Step 1: Set up a CRM A CRM, or Customer Relationship Management platform, should serve as the source

Guides and How-to's

3 Steps to Build a High Velocity Engineering Culture

Startups live and die by their velocity – aka their ability to ship code and updates quickly. I’ve led several high output teams, including a 40-person team building self-driving car technology at Cruise, and most recently, our team at Unthread. The most common problems with engineering teams as reported by

Guides and How-to's

How to Connect With Your Customers on Slack

If you're selling software, services, or any high-value product, you care about giving the best customer experience, and Slack Connect can be the easiest way to share quick updates between companies in a shared channel. There are huge benefits to using Slack for customer communication, and we'

Guides and How-to's

Structuring Your Slack Channels for Maximum Efficiency

As a Slack user, it’s important that you prevent information overload and focus on the messages that are most relevant to you. Organizing your channels is a key way to keep track of your most important messages to be sure nothing slips through the cracks. Group your channels Group

Guides and How-to's

Quickstart Guide to Using Slack for Customer Support

Slack is a great new way to reach customers in real-time on the app that they use most often. Using the right tools will keep customers happier and keep them for longer.