Here are the primary channels we use to communicate with our customers (all managed through Atlas): 1. Email: Default requirement for any SaaS tool. [[email protected]](mailto:[email protected]) is an assumed, generally available channel, even if it isn't preferred or publicized. It's the foundational layer of customer communication. 2. Slack: If you're B2B SaaS, definitely use this for white-gloved support. It's where real-time, high-touch interactions happen, fostering closer relationships with key clients. Your larger competitors won’t be able to compete with you here. 3. Chat: Used much less often when Slack is available, but helpful if you are PLG (Product-Led Growth). When you turn this on, you need to be able to respond quickly or else it'll spoil the customer experience. Pro tip: Set up a Slack triage channel where you can respond directly from within threads in Slack.
Great insights, Jon! Communication is key to building strong relationships with customers. I completely agree that email, Slack, and chat are essential channels for SaaS companies. It's important to be responsive and provide high-quality support to customers.
Jon O'Bryan, communication channels are key. email is essential, while slack offers that personal touch. how does your team handle urgent queries?
Useful tips
The secret tech-team behind funded startups | Idea to Exit Product Partner | Co-founder at VeryCreatives
3dI’ve used Slack with clients, and it builds trust fast. Quick answers show you care and keep the relationship strong.