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Plan for moving Olivero issues to core: #3177364: Open Olivero issues should be moved to Drupal core's new 'Olivero theme' component.Unlike email-which leaves users open to the risk of spam and phishing- teams receive messages and files only from verified members in Slack channels. Because Slack’s Enterprise-grade security standards also extend to Slack Connect, making the decision to work with clients in channels was easy. Managing this level of coordination each day simply isn’t possible in email alone.

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“While Mods are on shift, they’re in Slack channels flagging updates or ticket influxes to internal and client teams.” “Whether it’s answering questions or escalating issues, Slack Connect helps us coordinate operational matters throughout the day, every day,” Ferguson says. Mods communicate with users who want to know more about Wharton’s financial research tool as well as people who file support tickets. Wharton Research Data Services, a department within the University of Pennsylvania, turns to ModSquad for help managing day-to-day issues and service requests. “Slack has truly helped us optimize our communication flow to better serve our clients and their customers.” Amy Kennedy Chief Marketing Officer, ModSquad Efficiently managing projects without compromising security “Then we can ping the client and resolve the issue in real time.” “When we receive a service ticket, we are notified via our Zendesk integration in Slack,” says Jason Ferguson, senior director of client services. The team also relies on a Zendesk Slack integration to track service desk tickets, troubleshoot and resolve issues. Whenever the team sees an uptick in activity or service impacting issues, they can quickly alert clients and internal teams for quick resolution. With the help of a handy Geckoboard Slack integration, the RTO team can monitor clients’ incoming calls and chats-without ever leaving Slack. ModSquad’s real-time operations (RTO) monitoring team, provides 24/7 support to projects across their business.

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“We’re constantly communicating about updates, like new product launches or patch updates.” “Our client interactions are very fluid,” says Henry. In the #blue_apron-client_gen channel, ModSquad’s project managers and customer service agents communicate directly with Blue Apron’s internal customer support team to coordinate real-time support operations. When it comes to providing customer support that’s the crème de la crème, ModSquad is Blue Apron’s sous-chef. “By helping our clients monitor their customers’ needs on the backend with Slack, we help them support better relationships.” Steve Henry Senior Vice President, Client Services, ModSquad Providing solutions and resolving client issues in real time

Strengthen relationships with their clients.Help teams efficiently manage projects and workloads.Respond to clients and resolve issues quickly.We spoke with team leaders across various departments to find out how Mods use Slack Connect to securely: To date, ModSquad shares more than 50 Slack channels with clients. That’s why Slack is ModSquad’s digital HQ for both internal and external collaboration. According to Steve Henry, senior vice president, client services, Mods cover roughly 70 countries providing services in more than 50 languages and dialects. With operation centers and remote Mods spanning the globe, ModSquad has been a remote company since 2007. So instead of working with their clients over email, Mods use channels to manage projects, address requests and coordinate support in real time. Slack Connect allows Mods to move all conversations with clients into Slack channels-a single place to share files and messages. And when it comes to delivering exceptional on-demand service, Slack Connect is the Mods’ vehicle-of-choice. Department of State, Electronic Arts-keep in touch with their fans online? They get by with a little help from their friends at ModSquad, a customer experience outsourcer.Įach day, ModSquad’s global crew of experts-the Mods-help their customers engage with their audiences online through customer support, content moderation, community management and social media. How do some of the world’s leading brands-such as the NFL, U.S.

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