Did you even read the article? This is about offering companies a private 1:1 slack channel between your team and the support/sales team. Many companies offer this nowadays if you're on a large enough plan to be assigned an account manager and I prefer it >100x to email because I know a human is going to be in the loop.
I did read the article, but my experience is that many companies offer support in a public chat context (Slack, Discord) as their first line. 1:1 is certainly better, but you're still limited in your ownership of the conversation (you literally have to copy and paste it out of Slack if you want records, because they may otherwise vanish outside of your control). I also like being able to find all communication information in one place. I can search across multiple channels and contexts with email all at once, but not with Slack.
I get that it's a preference thing, so I'm not saying my position is correct for you. If you don't care about any of these things, I can see Slack being better.
"Please don't comment on whether someone read an article. "Did you even read the article? It mentions that" can be shortened to "The article mentions that"."
