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Service and excellent technical support are integral components of successful companies. You can create an incredible product. A high-quality product that meets the audience's needs and covers all the user's "pains." But you are doomed to failure if you do not have a good support department. Every customer who uses your app wants to know that there is a support manager on the other side ready to answer any questions and help them integrate into the product.
Companies that have come a long way and are firmly on their feet are ready to spend money on infrastructure for their support department. That is, they hire sufficient employees, invest in software, etc. But what about small companies, startups, etc.? How can they solve this dilemma without losing service and quality of service? Especially when there are still few customers, and each is worth its weight in gold.
Let's discuss it!
Let's start with those most chosen by leading companies. Zendesk and JSM are favorites of all support teams. They have a large set of options and excellent functionality.
Are they suitable for almost everyone? Absolutely. Is it within the budget of small companies or startups? Not really.
The minimum package for five agents from Zendesk costs $55 per agent/month
($3,300/year for five agents).
This is huge for those trying to enter the market, especially in the face of economic hardship.
Jira Service Management is a must-have for all Jira users. The free functionality includes a lot of things. It covers your support needs well if you have up to 3 agents. If you have about 5, it will cost you $21 per agent (estimated) ($105 monthly total).
Undoubtedly, Jira Service Management wins in this battle of the Titans. If only because you get all the necessary functionality and a bunch of different add-ons in the form of, for example, chat for three times cheaper.
So, let's look at one of the alternatives that will cost you a little less and help you stay in touch with your users.
If you're a Gmail user, then Email&Tasks is a must-have for you.
It's a perfect solution for small teams, startups, etc. The mechanism of work is quite simple.
Users send you their requests by email. And then there are two options for the development of events:
➡️ You write back to the user and, if necessary, create a task, using Email&Tasks, redirect the email to Jira.
➡️ You redirect all emails to Jira to record requests in your workspace for additional research, bug fixing, etc.
You can create tasks in any project, depending on the context of the email.
That email with the feature request ➡️ is sent to Jira Product Discovery with one click, and your team starts working on research and implementation. And you can continue your email journey.
And the best part! Of course, it's the price 🤑. For teams of up to 10 users - free of charge, from 10 to 20 - $8 per month (100$ per year - User tier: 16-25).
Key features of Email&Tasks: Jira Cloud for Gmail:
Please note that by paying for the app as a magic wand for your Superheroes-Support, you do not limit the entire team in its use.
Email&Tasks is also available in the Gmail mobile app, so you can always stay in touch with your users.
Throughout the app's development, we have collected a particular base of use cases and valuable tips on integrating the application into workflows and explaining Email and task Management. Therefore, it will be helpful to pay attention to these articles as well:
If you don't have the funds to build a full-fledged support department with expensive software, this is not a reason to neglect service. User feedback is crucial. An email box without the ability to integrate it with Jira is just a tool. Add Email&Tasks: Jira Cloud for Gmail app to it, and you get a powerful boost. Don't miss the moment and join those who have already appreciated all the benefits of Email&Task Management.
P.S. We also look forward to seeing our incredible jungle-style demo, which is part of Apptoberfest '2023.😉