We have Slack Connect channels with all of our customers (we're a small company), and I've since grown to hate it. At first, it seems like a quick way to have comms with customers, but then you realize it's a quick way to have comms with customers...

Because Slack is so frictionless, there was no barrier asking anything, including questions that were answered the day prior in the main channel or questions that are right in our searchable API docs. It also allows anyone to message, which also seems nice on the surface, but again, it ends up being awful.

Another example is that one of our customer's CS folks Slacks us their questions about their internal system, which we obviously have nothing to do with. This has been consistently like once a month for 2.5 years...

Email adds friction. Even though it's not much, I've found that customers of ours that used to be very bad signal to noise ratio who we've transitioned to email support have since reached out less with more valid support requests.

Customers that always preferred email over Slack were always like that. I assume that's actually because they're bigger companies that are waiting on five internal meetings before doing anything.

I really like Slack of internal communication, but email for external all the way.