Hit 1,000 active users in my brand's Slack group and got nervous

I set up a customer community Slack for my outdoor gear brand about 9 months ago and it just crossed 1,000 active members last week. We started seeing complaints about a new tent design go viral in there inside of 2 hours, way before I could even get a customer service response drafted. Has anyone else had a small brand community suddenly turn into a major feedback channel that you can't keep up with?

2 comments

2 Comments

hugo_hayes1mo ago

1,000 people in a Slack group is honestly not that big of a deal in the grand scheme of things. I mean youve got a full customer service team right? Its just a chat room that got a bit loud for a couple hours. If a tent design is getting that much heat that fast your real problem is probably the tent itself not the feedback channel. I get that its a surprise when it happens but acting like its a crisis when people are just talking sounds like youre overthinking it. Just assign one person to skim the chat twice a day and call it good lol. Youre acting like 1,000 people is a stadium full of angry fans but its still a manageable size.

finley_wells661mo ago

Totally feel you on that, it's really not the end of the world like some people make it out to be.