We all know that Slack is awesome for knowledge creation. The ability for a team member to send out a question and quickly get a response is incredibly powerful -- we refer to this as transactional communication. For example, it’s great if you’re a support rep and your company has launched a new product. If you’ve been at the company for some time, you need to quickly figure out what’s changed and what’s still valid. If you’re a new rep, you need to quickly get up to speed on all the offerings. Yes, there might be training available, but people can only keep so much information in their head and searching online can be far too time-consuming. With Slack, you can simply post a question in your team's customer service channel, and get almost immediate results. Often, these types of channels have subject matter experts (SME) monitoring them and part of their job responsibilities is to answer these types of questions.
The Problem with Information Today: A Better Reader Doesn't Make a Better Book
Customer facing teams (that is, sales, customer success, and customer support) are on the front line of every company. Their main tool for success is information. Today's methods of delivering information to them are less than ideal. They can search a knowledge base, and perhaps find what they’re looking for, but these tools put the burden on the user to sort through a pile of search results to find the information they need. For a person where speed to the correct information is important, this can be frustrating at best.