Meet Talkus.io, the next-generation help desk in Slack

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Talkus.io’s aim is simple: revolutionize the help desk. Talkus.io makes a smart use of the Slack ecosystem by building their help desk directly into Slack. This way, Slack users – about 800,000 paid accounts – can benefit from an integrated help desk at their fingertips, without even leaving everybody’s favourite team management app.

The team behind Talkus.io built a robust service that lets teams engage with and convert users. Companies can thus easily deal with inbound ticket requests on Slack from any channel — live chat, email, phone or SMS.

This is one of the most interesting things about Talkus.io. They offer multiple channels to get in touch. Customers will be delighted to find out that they can contact your team effortlessly by using one or more of these channels:

• Live Chat

• Phone

• Email

• SMS

Talkus.io’s integration with Aircall

Talkus.io built an integration with Aircall which is proudly powering Talkus.io’s phone features.

The goal with the phone feature is to have all the customer history including calls directly in Slack. This way any support member has access to all the information needed in order to make well-informed decisions.

Basically, a ticket comes in, and as soon as one of the team members answers, a one-to-one Slack channel is automatically created.

Slack will notify you and will show the name and all the info and contact history of the caller. This may include things as detailed as: location, local time and weather, spoken language, email, sms and chat conversations, previous voicemails as well as notes from your team about the customer or any relevant piece of information regarding past conversations.

So let’s say a customer is calling you. At this point you can decide to pick up or not. If you do, it’s an easy one you know what to do!

If you don’t, the customer will be directed to the voicemail, where he can leave a voicemail. If he does, a voicemail recording will pop-up on the one-to-one support channel. You can listen to it directly in Slack and address it without leaving the one-to-one channel. You can archive it, leave a note to your co-workers or choose the best channel to answer: chat, email, sms or phone, all this from the same dedicated channel.

If a customer has left you a message over night and it’s an urgent matter, you can check his phone number – Aircall provides the info – and can choose to call him directly in order to solve the problem.

In the end, Talkus.io has a holistic approach to support, inside Slack’s ecosystem. The team is dedicated to building a robust product aimed to ease support teams workflow.

Do you already use Talkus.io or other similar services? Let us know in the comments below. In the meanwhile

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Published on April 25, 2016.