# Slack Customer Mention Tracker

> Find every mention of a customer across your Slack workspace. Build a complete picture of what your team has said about any account without asking around.

Source: https://cotera.co/solutions/customer-success/slack-customer-mention-tracker

---

- **Team:** Customer Success
- **Tools:** Slack
- **Difficulty:** easy
- **Setup time:** 5 min
- **Time saved:** 20 min/account

## How it works
1. **Search All Channels** — Find every mention of a customer name across your entire Slack workspace
2. **Build a Timeline** — Organize mentions chronologically to see how the conversation has evolved
3. **Assess Health** — Identify positive and negative signals from internal discussions
4. **Share the Summary** — Post a consolidated account brief to your CS team channel

## Example requests
- Find everything our team has said about Acme Corp in the past month and post a summary to #cs-accounts
- Search for mentions of "Globex" or "globex.com" across all channels from the last 2 weeks
- Build me a customer brief on Initech — what has engineering, sales, and support said about them?

## Prompt

```markdown
## Task

Search all Slack channels for mentions of a specific customer account using @Slack/Search Messages. Compile a timeline of what your team has discussed about that account, identify sentiment and key issues, and optionally post a summary to a CS channel using @Slack/Send Message.

## Input

The user will provide:
1. A customer or account name to search for (e.g., "Acme Corp", "Globex Industries")
2. Optional: alternative names, abbreviations, or domains to include (e.g., "acme", "acme.com")
3. Optional: time range to search (default: past 30 days)
4. Optional: a Slack channel to post the summary to (e.g., #cs-team, #account-reviews)

**Example:** "Find everything our team has said about Acme Corp in the past month and post a summary to #cs-accounts."

## Context

### Search Strategy

1. Use @Slack/Search Messages to search for the customer name and any known variations
2. Search across all accessible channels to capture cross-functional mentions
3. Group mentions by channel to understand which teams are discussing the account
4. Build a chronological timeline of all mentions

### What to Analyze

- **Mention volume:** How often the customer is being discussed and whether it is increasing or decreasing
- **Channel spread:** Which teams and channels are talking about this account (support, sales, engineering, leadership)
- **Sentiment signals:** Are mentions positive (praise, renewal, expansion) or negative (complaints, bugs, escalations)?
- **Key issues:** What specific problems, requests, or topics keep coming up
- **Unresolved items:** Questions or concerns raised that do not appear to have been addressed
- **Recent activity:** What was said in the most recent messages vs. older context

### Summary Format

- Lead with the most important insight: is this account healthy, at risk, or growing?
- Organize by theme rather than just chronologically
- Highlight anything that needs follow-up
- Keep it actionable for the CS team

## Output

**Account Overview:**
- Customer name and search terms used
- Total mentions found across all channels
- Time range covered
- Number of unique channels and team members discussing this account

**Timeline of Key Mentions:**
For each significant mention (grouped by week or theme):
- Date and channel
- Who said it and the key point
- Whether it was positive, negative, or neutral

**Theme Breakdown:**
- Support issues: bugs, complaints, or feature requests mentioned
- Sales activity: expansion, renewal, or upsell discussions
- Product feedback: what the customer thinks about the product
- Internal sentiment: how your team feels about the account

**Health Signals:**
- Positive indicators (praise, renewal mentions, expansion talks)
- Risk indicators (complaints, escalations, silence)
- Overall account health assessment based on internal chatter

**Action Items:**
- Unresolved questions or concerns that need follow-up
- Suggested next steps for the CS team
- People to loop in based on their involvement in discussions

_If a Slack channel was specified, post this summary using @Slack/Send Message._
```

## Related reading
- [How Our CS Team Uses Slack as Their Primary Workspace (Not Just Chat)](https://cotera.co/articles/slack-for-customer-success-teams.md)
- [Slack AI Is Nice. Here's What It Can't Do (and What We Built Instead)](https://cotera.co/articles/slack-ai-customer-teams-guide.md)
- [We Ran Our CRM Out of Slack for 90 Days. Here's What Happened](https://cotera.co/articles/slack-crm-hub-automation.md)