Slack Overflow: How Railway Scaled Slack Support for Thousands of Developers

Railway, a software infrastructure provider, dramatically improved customer support by leveraging Slack. Initially, manual Slack channel creation proved unsustainable. They built 'Help Station,' an internal support tool, and integrated it with Slack, automating channel creation, message syncing, and issue categorization (sales or support). This involved overcoming technical hurdles like switching between Slack Bolt SDK's Socket and HTTP modes and implementing a message queue (Temporal). The result? A 50x increase in customer engagement and an 8x improvement in response times, significantly boosting customer satisfaction and revenue.