Frame for Slack is Here
Frame upgrades Slack into the best place for B2B relationships
Frustrated with depending on slow email chains or expensive meetings to reach major customers and partners? You’re not alone.
Slack is displacing those tools for internal collaboration, so why force both your team and your customer to use something less efficient for your most important conversations?
You should be collaborating with your customers the same way you collaborate with your teams.
Most B2B companies we talk to are already experimenting with Slack guest accounts as a more versatile way of connecting to customers and partners, either by joining the customer’s workspace or inviting customers into their own. It’s not perfect, but it’s an open line of communications between teams that’s fast, easy, and flexible.
The more you try working so closely with customers, the more the old ways feel… stiff. Slow. Formal. Wrong.
Collaborative customer success requires a new kind of tool.
Chat can provide flexibility of attention, a permanent record, and integration of external data and workflows. But on its own, Slack connects those dots only so far.
Most teams already using Slack with their customers love it, but face challenges scaling. The same immediacy that makes chat easier to use than formal ticketing systems can make it hard to structure, hard to keep tabs on, and easy to get overwhelmed with notifications.
Frame for Slack is a conversation assistant that creates invisible structure within long-running conversations, filling the gap in three key ways. Just add Frame to any channel where you speak with customers to get:
- Attention Management. Frame monitors important channels so you don’t have to. On-call schedules, away messages, and inactivity warnings help your team target a standard of care with customers and set expectations.
- Visibility. Actionable analytics including a real-time awareness dashboard, historical investigation tool, and weekly team performance email.
- Data Synchronization. Automatically pull and share relevant data from CRMs or enhancement tools like Clearbit. Synchronize transcripts and metadata back to your CRM or into project tools like Asana. Support for Salesforce, JIRA, Trello, and more are around the corner.
You get all this assistance privately, without distracting your customer. You can read in detail about how these tools helped a fast-growing team in our Simon Data case study.
Under the hood, Frame for Slack uses the same engine that drives Frame’s enterprise solutions, including messaging-based customer support for insurance claims and internal support for field sales and solutions engineering teams. As a company, we are committed to assisting conversations between people to make them more productive and consistent with less effort.
Frame is for all your Slack channels that are about customers.
Wherever you invite @frame, it privately assists selected members of your team with actions and alerts only they can see. Examples include:
- Any channel where you invite your customer team as a single-channel guests.
- Any Shared Channel linking your team to a customer’s or partner’s.
- “Community” workspaces where you and many of your customers work together.
- Internal channels where your team provides other teams with assistance.
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How Frame for Slack Works
Frame monitors important channels so you don’t have to. Escalation alerts ensure your success manager, on-call rotation, or entire entire team is responsive when a customer is waiting.
Inactivity alerts help your team keep tabs on any unresolved issues, so they don’t have to worry about losing track of a conversation. When you’re ready, close the conversation (or “frame”) to communication its status to your team and ensure escalation alerts activate the next time the customer speaks.
Configure on-call alerts, a backup alert, or set an away message. Just enter /frame to see all the superpowers you can configure.
Frame manages a centralized feed that summarizes conversations happening in all channels where it is assisting. The result is a list of “summary cards” — snapshots that highlight the status (waiting, active, closed) and any important information. From this view, a manager or team member can quickly see what’s happening across all Slack channels and take action.
Each summary contains lifecycle management options, linked resources that have been attached to it automatically by Frame, and a list of participants from your team and the customer’s team.
Frame analytics give visibility into Slack activity that is simply not available anywhere else. Take situational awareness further with high-level team metrics and a list of every current and recent conversation, each of which links directly to the relevant Slack channel. Review a weekly email summarizing active time spent with each customer, by each agent, along with average waiting times and other useful performance indicators.
Automatically pull and share relevant data from CRMs or enhancement tools like Clearbit. Synchronize transcripts and metadata back to your CRM or into project tools like Asana.
