So we’re going to look at that aspect of Slack’s story because people usually focus on the story of Slack’s pivot from a video game company to a business communication app. And they’ve done it by focusing on many different levels of the customer experience. It has changed the way people, teams, and businesses, communicate and collaborate. Welcome to…Repeat Customer…an original podcast from Zendesk about great customer experiences…Because that’s what Zendesk is all about-it’s a customer service and engagement platform-and the people there have sent me, Mio Adilman, in search of companies that do it really well, to figure out how they do it really well and why their superfans love them so much. But did you even know there was such a thing as an individual customer experience when it comes to work? Well, Slack thinks so. Slack is a workplace messaging tool that has totally changed the customer experience of working. And then, a few years ago, something new came along. Not efficient at all, but that’s how people used to communicate with their colleagues. And you can’t efficiently communicate across all these different channels. We had yet another group of people who were communicating exclusively via email. We had one cohort of people who communicated exclusively via WhatsApp…another group of people who all communicated exclusively via Skype. Sound familiar? Because this is a problem not unique to Kevin, or to MATRIXX Software. And I didn’t know her Skype name… Now I have to message someone else-hey, what’s the Skype name for this particular person who is a coworker of mine…so that I can send her a Skype request so that she’ll add me as a friend, so that then I can send her the question that I want to ask… I needed to get in touch with our CEO’s assistant. I’m the creative director and head of brand for MATRIXX Software. Before we get into it, I want to know something: have you ever had this problem? Hey! Welcome to episode three of a brand-new business podcast called Repeat Customer, by Zendesk. Subscribe to Repeat Customer via Apple Podcasts, Spotify, Stitcher, or your favorite podcast app ( RSS link) See all episodes of the Repeat Customer podcast Nate Brown of the CX Accelerator community.Jeanette Jordan of RollWorks, a division of AdRoll Group.Stewart Butterfield and Ali Rayl of Slack.Slack’s CEO Stewart Butterfield and VP of Customer Experience Ali Rayl reveal the role that the customer experience played not only in the company’s explosive growth but also how Slack built the product itself. Slack has changed the way teams and whole companies work with its business app for centralizing communications and information.
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