Agile Medianova Support on Slack
At Medianova, we deeply care about customer satisfaction. We believe that delivering fast and efficient support to our customers is an integral aspect of Medianova’s Quality of Service. As we deliver a wide range of solutions with our products; we are aware that each of our customers has different specifications when it comes to troubleshooting. Whilst providing our post-sales experience, we aim to solve problems as soon as they arise. That’s why we decided to reach out to our customers on Slack as it significantly reduces the time it takes to provide a solution.
Rather than using e-mail, we utilize Slack given that many of our customers -like us- use it in their companies. Slack enables an Agile environment for support. The traditional e-mail oftentimes reduces the reaction time from each side. On the contrary, instant messages significantly improve response times along with the quality of support. E-mail chains are intrinsically cumbersome, especially when it comes to relaying information. Slack solves these problems almost instantly: Responses from us and our customers become almost instantaneous.
Another major advantage of Slack is its higher integrability: Slack supports API integration from different sources. This feature becomes very useful especially for our customers when they push their critical KPIs and/or data to joint channels. Both our and our customer’s team get notified and a swift response to critical issues is then provided. No type of customer panel can enable both company’s teams to address an issue in this Agile manner. Even though how advanced any panel might be, KPIs and data need to be pushed to every single person of expertise; from this perspective, Slack presents a very convenient method of communication.
Creating channels on Slack also gives great flexibility when it comes to addressing the right expertise on a certain support need. We create channels with our customers and include people with different expertise to reach far Agile solutions. Feedbacks we get from our customers are almost always positive since most of the support tickets get solved hands-on with a collective effort from both companies. Using channels, we continue to provide top-notch support for our customers as if our friends in Medianove work for our customers.
Our Slack support also provides us and our customers a more proactive environment. As our customers operate in various industries with very different requirements, Slack channels make it very easy to cooperate with different fields of expertise. People with business, technical, and marketing expertise can dynamically contribute to an ongoing project on Slack channels. In case of an emergency, the channels lead us to find the optimal solution very fast. Common-wisdom solutions with an Agile environment is very hard to achieve using traditional methods of communication.
You may be interested

The Ultimate CDN (Content Delivery Network) Guide 2022
medianova - February 8, 2022The Ultimate CDN Guide - Everything About Content Delivery Network 2022 You probably know what CDN (Content Delivery Network) stands for. You may also be aware of…

The Essential CDN Glossary
Nadia Benslimane - November 21, 2019Why Have We Decided To Create a CDN Glossary? Whether you are new to the world of CDN, or have been involved in it for years, there…

API Caching Benefits for E-commerce
Sıla Saltoğlu - May 9, 2022The Benefits of API Caching for E-commerce In today's digital age, e-commerce is an essential part of many businesses. Whether we're shopping for clothing, electronics, or even…

How to Use Webinars to Boost Business Growth
Sıla Saltoğlu - April 14, 2022How to Use Webinars for Business Growth Webinars are seminars organized over the internet and have the potential to reach a wide audience. Of course, the history…

Enhance Live Streaming with 10 Tips
Sıla Saltoğlu - March 23, 2022Live Streaming You've come to the correct spot if you're looking for the most efficient way to increase your interactions: Live Streaming. Since its beginning, live streaming…