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Balance Slack-first support: set business hours, automate triage, and use AI to prioritize urgent requests while reducing team burnout.
Slack lacks built-in SLA timers, unified queues, and reporting, so SLA tracking breaks as channels grow; AI-native platforms add automated tracking, routing, and analytics.
Slack’s fragmented threads and weak search waste support teams’ time and erase solutions — adopt structured channels, AI summaries, or AI-native platforms.
Use Slack for fast triage and move complex issues to a structured platform for SLA tracking, audits, escalations, and AI-assisted resolution.
Asynchronous ticketing outperforms live chat for complex B2B support by preserving context, enabling multi-team collaboration, and reducing agent workload.
Use a simple bug report template, Slack automation, and triage metrics to cut engineering wasted time and speed up fixes.
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