Enterprise Messaging News + Insights by Mio

How to talk to your customers without leaving your Slack Team

How We Chat Mio Updates April 5, 2018


How to talk to your customers without leaving your Slack Team

Slack is awesome. We know that, because like you, we use it everyday (in addition to several other chat applications). Slack’s success has even extended beyond its original use case of internal team-messaging. Today, you’ll find people spinning up different Slack teams to talk to other contacts besides just their internal team. Many companies, especially startups, are now using Slack to support external customer conversations, and even entire communities. There’s also a growing list of Slack integrations to improve our workflows, so everything that we do can remain inside Slack.

But what if you’re wanting to chat with someone external to your team — a customer you work with closely or a remote freelancer or a vendor — while staying in your same Slack team, where all your integrations are too? Well, Mio does just this.

How you can use Mio to talk to your customers

Mio integrates in your existing Slack team and lets you talk in Universal Channels with people from other Slack teams, and even Cisco Spark.

Here’s how to create a Universal Channel within your primary Slack Team in three simple steps:

  1. Add Mio to your existing Slack team:

2. Create a new Universal channel from the menu:

3. Invite customers (or any other email contact):
They’ll receive an email request from you to join the channel, and will add Mio to their Slack too.

Here’s what a Universal Channel Looks like once everyone is in it chatting:

5 Benefits of using Universal Channels to talk to customers in Slack

  1. Never leave your main Slack team
    With this workflow, you never have to leave your primary Slack workspace. People from different companies can talk to each other, and you can reach out to existing customers without toggling and managing notifications from multiple Slack teams.
#tech-news-mio is a Universal Channel that appears in your Slack Workspace alongside other channels

2. Fast ramp-up
By quickly adding Mio and inviting your email contacts to chat, you can spin up Slack chats quickly without needing a new account for either party. Once someone has Mio installed, they’ll receive requests to chat right from within Slack.

3. Host multi-company conversations
Mio channels, called Universal Channels, support members from an unlimited number of companies and teams. If you need to quickly chat with people from two or more companies, or you eventually want to add or allow more members from other companies, Mio will give you that flexibility.

You can see who joins your Universal Channel and the company/team name they are from 🎉

4. Works for existing channels and communities, too!
Anyone who is currently in a Slack community for their customers can easily invite @mio to one or more of their existing channels.

Once you invite @mio, you’ll be able to /add any email address to join the channel, or use /mio menu to see other options for sharing the channel.
Any of your existing members can opt to stay in the separate team or add the channel to another team they prefer to use.

5. Take conversations to DM
It’s easy to take any of your existing conversations happening in a Universal Channel to a direct message. You can use /members in any Universal Channel to see all the members. Then, select “direct chat” to start a private chat, which is also added to your existing workspace as a private channel.

/members command showing a Universal Channel member directory

More than just customer conversations

As you may have already imagined, Mio could be used for a variety of use cases beyond just talking to your customers and other external contacts. We’ve heard from many larger companies who use multiple chat apps internally within their organization that they use Mio to help everyone stay connected without logging in to another chat app.

It’s never been easier to extend the range of your conversations — with colleagues down the hall, or customers across the country — in one universal place.

How are you using Mio to communicate at work? Tell us on Twitter or LinkedIn.

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