B2B companies are increasingly creating shared Slack channels to communicate with customers — especially support teams in tech, AI, and SaaS. These channels are typically used for a combination of customer support, customer success, solutions engineering, and sales.
Slack has become a popular support channel because it often feels more personal and natural than channels like email. Many customers already work in Slack, so they can get support in a channel they're familiar with.
But Slack support used to be notoriously hard to scale. For a long time legacy support platforms like Zendesk, Intercom, and Salesforce Service Cloud couldn’t smoothly track Slack conversations or intuitively turn message into issues and tickets.
This is why we built Pylon. We’ve made scaling Slack support as easy as email, with many teams (including our own) now supporting thousands of shared channels with their customers.
To follow up on our 2024 State of Slack Support, we're updating the benchmarks to showcase how support teams used Slack in 2025.
Here are the key metrics from Pylon’s top 100 accounts (based on number of external Slack channels with customers):
As of 2023, over 100,000 companies are using Slack Connect including 77% of the Fortune 100, and that usage is growing 4x year over year. If you use Slack internally, it’s likely that you already have shared Slack channels with your own vendors, partners, prospects, or customers.
The fastest growing companies are defaulting to Slack as the first channel they offer to their customers, and making it a long-term channel reserved for their most valuable customers.
"Customers LOVE Slack. It’s easy for them to pop into the channel and ask questions and it keeps them highly engaged with Hightouch. We are able to connect and tackle issues together in Slack like we are on the same team."
Teresa Nesteby, Head of Success Engineering (Hightouch)
We pulled data from our top 100 Slack support power users in 2025 — that means the top 100 Pylon accounts with the highest number of shared, external Slack channels with their customers.
In Q1-Q4 2025, these 100 accounts collectively managed over 89,000 Slack channels.
That’s a lot (and the number keeps going up every day), but let’s dig into the data a bit more.
Most companies today manage fewer than 30-50 external Slack channels. But our top 100 accounts each manage an average of 893 customer Slack channels.
Our top Slack support accounts are mostly in tech & software. Here’s a more detailed breakdown:
Even though marketing, advertising, and growth companies represent only 7% of our top 100 Slack support accounts, they collectively manage over 25% of the number of customer Slack channels in the top 100.
For Slack support, our top 100 accounts have an average median first response time (FRT) of roughly 11 minutes. This is slightly up from 9 minutes in 2024.
There aren’t many publicly available metrics for B2B support, but some B2C reports show that users expect email responses within 24 hours and under 60 minutes for social channels.
Out of Pylon’s top 100 accounts, financial services & fintech companies tended to respond the fastest.
Our theory: This is because fintech companies work in a highly regulated space, so response times are driven by urgent customer expectations and strict SLAs.
Even though they responded the fastest, financial services & fintech companies took the longest to fully resolve issues.
We saw a similar pattern with tech & software teams — response times were quick, but resolution times were longer compared to other industries.
We suspect this is because software, compliance, and fintech teams often handle high-complexity issues that could require steps like:
But across all industries, Slack support is quick and effective: median FRT is consistently under an hour, while median TTR is under a day.
With SLAs, ticketing, and AI workflows for Slack support, teams are using Pylon to manage up to thousands of shared Slack channels with their customers.
Pylon is the modern B2B support platform that offers true omnichannel support across Slack, Teams, email, chat, ticket forms, and more. Our AI Agents & Assistants automate busywork and reduce response times. Plus, with Account Intelligence that unifies scattered customer signals to calculate health scores and identify churn risk, we're built for customer success at scale.
Pylon Workforce Management is available now. See it in action with a live demo.
