[kolencherry]

Love this. We ran into a lot of these pain points while we were building and growing Flex @ Twilio. We ended up creating a "shadow" support org in the early days that provided 1:1 (product-led!) support to our early customers via Slack. That did not scale.

You are aware of and are trying to address many the issues we ran into as we grew our customer base (e.g. pass to tickets, getting new team members up to speed, etc.).

I am very interested in how you are planning on addressing the tooling issue, from the _end-customer_ POV. We settled on shared Slack channels because the majority of our early customers used Slack for their own internal comms. Using shared channels was very low friction for onboarding folks and provided a solid experience (vs. having to push them into another tool to get support).

[rekoros]

Great question!

Here is how I think about it - by doing support through Slack, you're pushing your users to another tool to get support, away from your own product :)

We'd like to make it really easy to fuse a team dashboard (e.g. Twilio Flex) with team support experience, so your users would get the same level of care they get with Slack (possibly better - because instead of a single shared channel, they have what essentially is an entire shared workspace), but without having to also sign into Slack and locate the support channel.

That said, I do wonder how much pushback we'll see because end customers simply love getting support in Slack instead of inside the vendor's product.