Since its founding in 2017, the Clay team’s ability to scale its customer-base has been community-led in Slack. From its early days, the community has been a powerful driver of user feedback, a key way for customers to share delight using Clay with each other, and, of course, to request help whenever they need it. 

Prior to working with Channeled, the Clay team managed support and interaction directly in Slack, using automations and bots to help them track individual threads. However, as the team planned to scale, they wanted to leverage a more extensible and enterprise support operation through Intercom.

Clay implemented Channeled to create a fully automated, seamless experience for customers that allowed them to communicate from anywhere – including white glove Slack channels, community Slack channels, or Intercom Messenger – all without leaving Slack, and without losing context across threads. For Clay, this would translate to happier users, more successful interactions, and longer-term LTV across their growing enterprise customer base.

•  Seamless customer experience across 15K+ community members and customers
•  Scalable approach for non-support team members to escalate into Intercom
•  Efficient, unified agent experience in Intercom replying to 2 separate Slack workspaces
•  End-to-end CSAT and satisfaction tracking from Slack
•  Implementation and interaction of Intercom Fin AI in a Slack-native flow

Adopting Channeled as their underlying Slack integration marked a turning point in how Clay managed and scaled support to their customers. Clay used Channeled to deploy a suite of Slack-native workflows, each designed to address a specific area of customer experience:

Auto-responses: Due to the high volume of users and activity in the Clay Slack community, the team implemented an automated response in Intercom that automatically passes through to Slack with a Clay-branded avatar and handle.

Escalation Workflows: Clay used Channeled to implement a dedicated @mention handle and reactji that auto-converts threads from enterprise customers in their white-glove workspace into Intercom conversations and tickets. This can be used both by their end-customers and internal team members to start a conversation in Slack, and then triage it towards support at the right place and time.

Auto-tagging: Clay customized the tags that Channeled passes into Intercom when threads are created, which allows Clay to further route and share context to agents around which channel or workspace the conversation came from

CSAT: When support agents resolve issues from Intercom, customers are sent a Slack-native resolution that asks them how their experience was. Clay uses Channeled’s analytics to report on CSAT, and Slack metrics have been integrated into existing Intercom CSAT to ensure unified reporting.

Implementation of Fin AI: As Clay is implementing Fin AI, Channeled helps extend Fin’s coverage and ROI by streaming Fin’s responses from Intercom to Slack while maintaining a seamless human escalation experience for the customer.

The introduction of Channeled’s workflows in Slack has allowed Clay to scale and extend their Slack-first approach to interacting with their users. Channeled’s configurability allowed the team to implement a seamless integration without valuable engineering resources in weeks across end-to-end testing and customization.

•   Time during initial implementation: 4 weeks
•  # of Slack users in community: 15K
•  # of Enterprise Slack channels in white-glove workspace: 70+

Clay’s partnership with Channeled has been transformative, enabling the team to provide their customers with comprehensive and frictionless support, solidifying their position as a leader in community-led and customer-driven growth.