Right Click: Round-the-Clock IT Support for a Slack-Only Customer
Right Click is a California-based IT company that uses Microsoft Teams. When it took over IT support for a customer that works only in Slack, it needed a way for that customer to keep reaching IT the way it always had. With Conclude, Right Click’s team supports the customer from Teams, the customer stays in Slack, and all the globally distributed team members see every request.
The Challenge
Most of Right Click’s communication happens in Teams. However, one of its customers, which works only in Slack, was used to messaging its previous IT department there. When Right Click took over, the customer wanted to keep the same setup.
At first, Right Click had its own Slack workspace open alongside Teams. But as only a couple of people had it installed, conversations with the customer sat on a few computers, and the rest of the team couldn’t see them. With the customer’s team working different hours across India and other regions, requests could arrive at any time.
The customer said they were able to message their IT department on Slack, so they wanted something similar when we took over. We looked, and there weren’t many products that facilitated that, then we found Conclude.
The Solution
Right Click ran an extended trial with Conclude and converted to a paid plan after testing. It started with five users and has since grown to 10 as more team members joined to support the customer.
Setup was straightforward. Right Click’s Project Engineer handled most of the implementation, which mainly meant deciding which channel to use on the customer’s Slack side and which group chat to use on the Teams side.
We had a few technical questions, but the Conclude team handled them quickly. Overall, it was a very smooth integration process.
How Right Click Uses Conclude
Right Click connects a group chat in Microsoft Teams with the customer’s group chat in Slack, so everyone can see what’s going on and tell whether someone is already addressing an issue.
Because Right Click also has a team in India, requests that arrive in the middle of the night or early in the morning are still picked up. When a conversation needs to go one-to-one, the team moves it into a direct message from Teams to the user’s Slack. Right Click no longer uses Slack at all.
Before Conclude, we would communicate with the customer on Slack, but it was only on a couple of people’s computers. Now, no matter what time a request comes in, we can take care of it.
Benefits of Using Conclude
- The customer’s own platform: the customer stays in Slack while Right Click works in Teams
- More eyes on support: 13 team members see every request, instead of a couple of people
- Round-the-clock coverage: teams in Southern California and India pick up requests whenever they arrive
- No app switching: Right Click’s team no longer needs Slack open alongside Teams
- Clear ownership: the team can see whether someone is already addressing an issue
- Smooth setup: integration was straightforward, with quick help from the Conclude team
- Room to grow: a second Slack customer is set to connect the same way
Conclude lets Right Click meet Slack customers where they already work, without changing its own tools, and gives the whole team visibility into every request.
The biggest benefit for us is that Conclude allows us to communicate with our customers the way they want to communicate. We don’t have to make them start using Teams – we’re able to fit into their ecosystem very easily.
