To elevate global customer experience while keeping engineering focused on core roadmap delivery, Slack engaged a Philippines-based BPO partner for omnichannel support across email, chat, and in-app messaging. The team handled billing inquiries, workspace admin assistance, and developer platform questions with 24/7 coverage and strict alignment to ISO 27001/SOC 2 controls. Leveraging playbooks fine-tuned for SaaS workflows and surge staffing for launches, the partnership improved first-response and resolution consistency, expanded multilingual coverage for APAC and EMEA, and reduced total support cost per conversation—freeing Slack’s product teams to ship features faster while maintaining high CSAT.
