Slack's Senior Director of Customer Insight Kristen Swanson is focused on creating a deeply human support experience for its customers as they navigate the transition to remote work. The company's team has been working closely with its customers, providing them with extra support and guidance to stay aligned and communicate effectively. This approach has had long-term benefits, including increased customer satisfaction and reduced friction points within the product. Slack's philosophy of support emphasizes a personal connection with customers at scale, requiring a strong foundation of technology to maintain that level of personal connection. The company offers both human and self-service support options, allowing customers to choose how they prefer to interact with the team. By understanding their customers' needs and context, the support team can provide contextual and meaningful solutions, elevating the overall support experience.