Across
Across
Deliver exceptional customer support in shared Slack channels
We turn Slack into a powerful customer support system that scales. Create tickets, auto-respond to customer questions, and manage your support team.
Slack integration customer service tool
Keep customer service central to where you team is - on Slack
You can help to improve the product 👇
Questions
  • Q1: What are your first impressions?
    ARMiedema ARMiedema

    Slack integrations are pretty cool. They range from super helpful to hard to configure. The concept for this one sound appealing - as Slack has become so central in office communication these days. I love the Silicon Valley references in the images!

  • Q2: What are the first actions you take?
    ARMiedema ARMiedema

    First action I take is really just to read through the website to see how the integration might work. I am excited to see it does sync up with other ticketing systems such as Zendesk.

  • Q3: What was your journey navigating the site like? Does the flow make sense?
    ARMiedema ARMiedema

    The home page looks great and make sense - it has a good order to it. The About Us page seems like it is still in development as the design doesn't quite match the home page design current.

  • Q4: Who do you believe the target audience is?
    ARMiedema ARMiedema

    Companies that want to centralize and improve customer service KPIs.

  • Q5: Do you find the product desirable?
    ARMiedema ARMiedema

    I find the product desirable in concept. Though, I have concerns such as:

    • A lot of times notification systems are just a blast of noise that piles up and is difficult to wade through
    • Slack integrations that send me an appropriate message at the appropriate time I like; I wonder how often I'd get notified of things that don't pertain to me with this solution?

    JIRA with all their constant email notifications I have a rule in my inbox to send JIRA notifications to a specific folder and every couple days I look at the messy pile to see if anything important was in there. If anything was truly important I'd expect someone to notify me more directly (like slack me for instance). As with how email inboxes got super congested with 99% of things that I don't care about nor need any action from me, Slack has been following that path over the last couple years with the rise of integrations. I remember enabling a JIRA plugin once and then reversed it right away because of all the noise. Honestly, this is my main concern with Across is that it also becomes another noise generator that distracts from more important things. Without being able to actually test the integration I don't know if this is indeed the case, but it is a major concern of mine just thinking what it might look like if implemented. If this is not the case, I'd suggest some content on the website that eases concerns such as these.

  • Q6: What would you change about the website?
    ARMiedema ARMiedema

    The About Us page design looks a bit behind. Also, I'd like to have an ease of mind that this won't be a noisy integration to enable. Lastly, the pricing section I'd like to know more about what 'unlimited customers' means as well as what exactly does the per person pricing entail? If I have 25 employees and 2 are in customer service, am I paying for the 2 customer services seats or am I paying for the total employee count?

  • Q7: If there is one thing I should consider changing right now, what would that be?
    ARMiedema ARMiedema

    The main thing is to ease the concern of it being a noise maker. Other than that, I think the concept is great and having customer service more wrapped into Slack, where employees hover around more than any other system, is great and I can definitely see how that can be used to improve customer experience.