6 Important Apps to Up Your Jira Omnichannel Support from Infosysta
Infosysta Apps
Optimize team productivity, enhanced workflows and efficient omnichannel support with Infosysta Apps' Jira integrations
Customer support for your business is very vital. But choosing the right support for your business can depend on various factors and market needs. The first thing you need to determine is where to focus your customer support, by coming up with the right service desk for you and your company. After that comes the part where you determine where to focus your attention and what tools to utilize to make the most of your support. Today we are going to tackle three types of service desks you can opt for, and six apps that can help you optimize your omnichannel support.
The first type of service desk we'll tackle today involves going old-school with email. There's a versatility that comes with emails that allow people to send them from whatever device they prefer. Everyone has an email, so it's easier for anyone to use it. This also allows you to send attachments and multimedia files.
While most businesses opt for more personal ways in order to help people reach them, email is still a key player in the field, despite losing some popularity. Dealing with emails can be well-handled by connecting them to Jira, and using an app integration that makes it easy for you to turn emails into Jira tickets.
Now we are recommending the two apps that can help you easily make that happen.
This Outlook to Jira integration is ideal for all Outlook users. It helps you turn all your emails into Jira tickets from the get-go without needing to head to Jira. You can even work on the issues from there, log work, add attachments, create Jira subtasks, collaborate with colleagues. The best part is that it allows you to view all related issues to the mail you had just received an inquiry from. This way you can note recurring problems.
This Google Jira integration can help you do much of the same. Create and view Jira tickets from your Gmail, collaborate with colleagues, view related issues, attach email content as well as Google Drive files. In addition to that, you can turn meetings into Jira issues, and logging work from your Google Calendar.
Social Media
These days, social media usage has grown exponentially that it was necessary to include it in any company's support. However, with so many social media platforms coming out each year and gaining or losing traction, it can be difficult to figure out which channels to invest in. While each region might have platforms that are more popular than others, there are still some that are popular with millions of users worldwide. This can be a great place to start.?
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One of the biggest viable options is WhatsApp. With over 2.2 billion users worldwide, the app can make for a great investment! With this Jira WhatsApp integration, you can optimize your omnichannel support and automatically generate tickets from WhatsApp messages. This will allow your agents to respond to them through Jira and for any comments on Jira issues to be converted to WhatsApp message going back to the customers.?
With over 550 million active users, a Telegram to Jira integration can be vital to boost your customer engagement. All Telegram users would have to do is reach your support bot and send a message. The Telegram message will then be converted into a Jira ticket for your agent. Once received, the agent can respond to the ticket using Jira Service Management, and his responses will be converted back into Telegram messages.?
One of the great ITSM tools to consider for your customer support can involve a Jira and Twitter integration. With it, you can automatically create tickets from public mentions and direct messages that come through your Twitter account. They are then converted into Jira tickets, where agents can respond to users through Jira Service Management, simply by adding a public comment. That will then be converted back to either a tweet mention, or a direct message depending on how the inquiry came through.
Customer Support Portal
A customer support portal, is a tool to help customers reach companies with ease in order to gain the support they require. The portals can vary in nature. They can be web-based or app-based. If you would like to come up with your own app-based solution, then we have the perfect one for you!?
This ITSM tool helps change the Jira Service Management portal into a mobile app and makes your service desk more accessible. With it, you can?create, track, update requests on the go.?They can also access and interact on requests on the go with a fully branded user-friendly interface, all while getting real-time push notifications of important updates and filtering requests. The best part about this tool, is that it has a branded counterpart, JSM Mobile Branded, that can help showcase your brand's identity through a brand logo and brand colors.
Conclusion
With the way businesses are run today, customer support is essential. No company can succeed without it. Ensuring consumers are happy is a vital part of any company’s business plan. Three of the most common ways to improve your omnichannel support are email, social media, and customer support portals. With all these options available, you can give your customers the support they need, in the best way possible for your agent productivity and improve your efficiency. Find the right tool for you and add it to your support!