ClearFeed

Introducing...Task Management in ClearFeed 🚀 Sometimes Tickets aren't enough. Some Tickets turn into longer pieces of work that are better tracked as Tasks. So, teams can now turn any ClearFeed Request/Ticket to a Task directly from Slack - with just an emoji. ✨ The Task stays linked to the original Slack thread, and updates sync both ways. Use it to: ✅ Convert customer issues into feature requests ✅ File internal bugs from ops/sales messages ✅ Assign tasks to design, marketing, or product ✅ Route approvals to the right people We have integrations with Asana, Jira, Clickup, Linear & Github. Try it out and let us know what you think! Blog link in the comments👇

How are Support leaders using AI to enhance customer experience? We’re back with Support Scoop by ClearFeed, and this week, we had the chance to speak with Siddu Yawagal, Director - Technical Support APAC at Alation. We dived into how AI is shaping customer support, the key skills that set great teams apart, and the biggest lessons he’s learned along the way. Here are his key takeaways: 𝟭. 𝗪𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝘀𝗵𝗶𝗳𝘁 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘆𝗼𝘂’𝗿𝗲 𝘀𝗲𝗲𝗶𝗻𝗴 𝘁𝗵𝗮𝘁 𝘁𝗲𝗮𝗺𝘀 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗽𝗿𝗲𝗽𝗮𝗿𝗲 𝗳𝗼𝗿? Though AI is buzzing all over, the real opportunity lies in combining AI with NLP (Natural Language Processing) and ML (Machine Learning) to predict customer sentiment and "WoW" them with every touch/interaction. 𝟮. 𝗪𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝘂𝗻𝗱𝗲𝗿𝗿𝗮𝘁𝗲𝗱 𝘀𝗸𝗶𝗹𝗹 𝗲𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝘀𝗵𝗼𝘂𝗹𝗱 𝗱𝗲𝘃𝗲𝗹𝗼𝗽? Breaking out of complacency and approaching every customer request with fresh eyes and the same enthusiasm—no matter how many times you’ve seen it before. 𝟯. 𝗪𝗵𝗮𝘁 𝗮𝗿𝗲 𝘁𝗵𝗲 𝗺𝘂𝘀𝘁-𝗵𝗮𝘃𝗲 𝘁𝗼𝗼𝗹𝘀 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘀𝘁𝗮𝗰𝗸? Buy or build AI-based predictive tools. 4. 𝗜𝗳 𝘆𝗼𝘂 𝘄𝗲𝗿𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗼𝗱𝗮𝘆, 𝘄𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝘁𝗵𝗶𝗻𝗴 𝘆𝗼𝘂’𝗱 𝗱𝗼 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗹𝘆? Empathetic support teams who "listen like they’re wrong." Being open to truly hearing the customer’s perspective leads to better solutions. 𝟱. 𝗔𝗻𝘆 𝗯𝗼𝗼𝗸𝘀, 𝗽𝗼𝗱𝗰𝗮𝘀𝘁𝘀, 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗼𝗿 𝗯𝗹𝗼𝗴𝘀 𝘆𝗼𝘂 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱 𝘁𝗼 𝗮𝗻𝘆𝗼𝗻𝗲 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝗼𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁? - TSIA blogs – Great industry insights - "It’s Your Ship" by Mike Abrashoff How are you incorporating AI into your support workflows? Let is know in the comments! 👇 #CustomerSupport #CustomerExperience #CustomerSuccess

Introducing...ClearFeed's Web Chat Widget 🚀 Now, manage customer queries on Web Chat directly from Slack. Here's how it works: ✅ Web Chat messages appear instantly in Slack & vice versa ✅ Agents can respond to requests from Slack or ClearFeed's Web App ✅ Collaborate with internal teams on issues within Triage channels in Slack ✅ If a customer goes offline, the chat continues via email Try it out and let us know what you think! Blog link in the comments. 👇

We’re excited to bring you our first newsletter of 2025, packed with major updates 🚀 Here's a sneak peek of what's inside: ✨ What's New: Support your customers on MS Teams from Slack, Kanban View, AI Prompt Customization & more. ✨ Customer Spotlight: How Snowplow scales Customer Support on Slack & reduces response time by 35%.  ✨ Customer Success Podcast: Supporting customers in their preferred workspace. Dive in for all this and more! 👇

How do you transform Customer Support from a cost center to a growth driver? We’re back with Support Scoop by ClearFeed, featuring Alix Brigman (Rapkowicz), Director of Customer Success & Support at Yotascale. She shares how support is evolving beyond ticket resolution, the key skills every CS pro should develop, what's in her support stack & more. Here’s a quick snapshot of her insights. For the full conversation, swipe through the slides below.👇 1. 𝗕𝗶𝗴𝗴𝗲𝘀𝘁 𝘀𝗵𝗶𝗳𝘁 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁? Support is no longer about fixing problems. It’s now a key driver of customer retention. The line between Customer Success & Support is blurring, and teams are expected to go beyond ticket resolution to deliver real customer outcomes. 2. 𝗨𝗻𝗱𝗲𝗿𝗿𝗮𝘁𝗲𝗱 𝘀𝗸𝗶𝗹𝗹 𝗲𝘃𝗲𝗿𝘆 𝗖𝗦/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝘀𝗵𝗼𝘂𝗹𝗱 𝗱𝗲𝘃𝗲𝗹𝗼𝗽? Strategic questioning and deep empathy are key. Asking the right questions speeds up resolution, while empathy ensures customers feel heard and valued. 3. 𝗠𝘂𝘀𝘁-𝗵𝗮𝘃𝗲 𝘁𝗼𝗼𝗹𝘀 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝘀𝘁𝗮𝗰𝗸? - A robust CRM like HubSpot for tracking customer interactions. - ClearFeed for Slack-based support & team collaboration. - Zendesk for a seamless customer support experience. - Confluence for knowledge sharing. 4. 𝗕𝗶𝗴𝗴𝗲𝘀𝘁 𝗹𝗲𝘀𝘀𝗼𝗻 𝘆𝗼𝘂'𝘃𝗲 l𝗲𝗮𝗿𝗻𝗲𝗱 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗲𝗲𝗿 𝘀𝗼 𝗳𝗮𝗿? Adaptability is just as important as process. Having structured workflows is essential, but over-relying on rigid processes can slow teams down especially in startups. The best support teams evolve their approach as they scale. 5. 𝗥𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗲𝗱 𝗿𝗲𝘀𝗼𝘂𝗿𝗰𝗲𝘀 𝗳𝗼𝗿 𝗖𝗫 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀? - Follow industry leaders like Kristi Faltorusso (she has a great newsletter), Marija Skobe-Pilley founded Women in Customer Success (also a podcast) and Rachel Provan 🧠 has tons of great CS Leadership material. - Join Customer Success groups on LinkedIn: Customer Success & The Customer Success Association Which of these insights stood out to you the most? Drop your thoughts in the comments! #CustomerExperience #CustomerSuccess #CustomerSupport

Are your team members confused about where to act—Slack or PagerDuty? Disjointed workflows kill efficiency. Without clear guidelines, critical actions slip through the cracks. Teams with unclear workflows experience 30% longer resolution times. And every delay frustrates customers and strains team morale. Define clear roles and processes for each platform. Use Slack-PagerDuty integration to set up predictive alerts and stop incidents before they start. Learn more about it here: https://lnkd.in/gGUJpyG4.

Introducing: ClearFeed's Asana Slack Integration You can now manage Asana tasks directly from Slack with the bi-directional integration: ✅ Create Asana tasks from Slack ✅ Sync comments and attachments between Slack and Asana ✅ Get Asana task updates in Slack & more. Coming soon: ✨ Create Asana tasks using emojis from request channels ✨ Support for Asana custom fields For teams using Slack and Asana, the integration reduces context switching, keeps tasks organized, and ensures everyone stays in sync. Blog link in the comments! 👇

What does it take to build a proactive support function? We’re back with Support Scoop by ClearFeed, this time featuring Greg Bakken. He is currently the Head of Support at Glean and has held leadership roles in support, operations and software engineering throughout his 30+ years of industry experience. His current focus is on building a work-class support team at Glean. Greg shared some great insights on the biggest support trends, underrated skills in Customer Support, and key lessons from his experience. Here’s what he had to say: 𝟭. 𝗪𝗵𝗮𝘁'𝘀 𝗼𝗻𝗲 𝘁𝗿𝗲𝗻𝗱 𝘆𝗼𝘂’𝗿𝗲 𝗻𝗼𝘁𝗶𝗰𝗶𝗻𝗴 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁/𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝘆𝗼𝘂'𝗿𝗲 𝗲𝘅𝗰𝗶𝘁𝗲𝗱 𝗮𝗯𝗼𝘂𝘁? Definitely excited about the shift to using embedded AI solutions within support. 𝟮. 𝗪𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝘂𝗻𝗱𝗲𝗿𝗿𝗮𝘁𝗲𝗱 𝘀𝗸𝗶𝗹𝗹 𝗲𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝘀𝗵𝗼𝘂𝗹𝗱 𝗱𝗲𝘃𝗲𝗹𝗼𝗽? Stronger customer empathy, communications, and follow-through. 𝟯. 𝗪𝗵𝗮𝘁 𝗮𝗿𝗲 𝘁𝗵𝗲 𝗺𝘂𝘀𝘁-𝗵𝗮𝘃𝗲 𝘁𝗼𝗼𝗹𝘀 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘀𝘁𝗮𝗰𝗸? Glean 𝟰. 𝗜𝗳 𝘆𝗼𝘂 𝘄𝗲𝗿𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗼𝗱𝗮𝘆, 𝘄𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝘁𝗵𝗶𝗻𝗴 𝘆𝗼𝘂’𝗱 𝗱𝗼 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗹𝘆? 𝗔𝗻𝘆 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴𝘀 𝗳𝗿𝗼𝗺 𝗮 𝗺𝗶𝘀𝘁𝗮𝗸𝗲 𝘆𝗼𝘂 𝗺𝗮𝗱𝗲 𝗲𝗮𝗿𝗹𝘆 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗲𝗲𝗿? Get experience in a variety of direct customer jobs: from retail, to consumer, then to a business setting. 𝟱.  𝗪𝗵𝗮𝘁’𝘀 𝗼𝗻𝗲 𝗯𝗼𝗼𝗸, 𝗽𝗼𝗱𝗰𝗮𝘀𝘁, 𝗼𝗿 𝗯𝗹𝗼𝗴 𝘆𝗼𝘂 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱 𝘁𝗼 𝗮𝗻𝘆𝗼𝗻𝗲 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀/𝘀𝘂𝗽𝗽𝗼𝗿𝘁?  The Glean blog – a great resource covering AI-driven support, knowledge management, and best practices for modern customer success and support teams. Huge thanks to Greg for sharing his insights! 🙌 Who else would you love to hear from on Support Scoop? Let us know in the comments! 👇 #SupportScoop #CustomerSupport #CustomerSuccess

How does Webistry, a leading marketing agency, scale Internal Support in #Slack? With a fast-growing team, managing support in Slack was becoming a challenge: - High volume of requests made tracking & ownership difficult - No structured internal collaboration led to inefficiencies across teams - Manual follow-ups slowed down response times and created unnecessary workload Webistry's solution? Adopting ClearFeed's Internal Helpdesk 🚀 ✅ 500+ support requests managed seamlessly in just 4 months ✅ 2500+ responses posted in triage channels, enabling real-time team collaboration ✅ Auto ticket routing to the right channels & teams for faster resolution With structured workflows, automation, and visibility, Webistry transformed its Slack-based support into an efficient, scalable system. Full story link in the comments.👇

🚀 NEW: Now Support your customers on MS Teams - without leaving Slack! If your team works in Slack but customers are on MS Teams, you’ve probably had to copy-paste messages, switch between apps, and track updates manually. It’s messy. With ClearFeed's new functionality, you can manage MS Teams requests directly from Slack: ☑️ Sync messages and attachments across platforms ☑️ Collaborate on customer issues from Triage Channels in Slack ☑️ Keep edits and deletions in sync across both platforms Try it out and let us know what you think. Blog link in the comments. 👇