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Fun fact, according to Statista and data.ai, there were over 230 billion app downloads in 2021. Not only that, but it seems that 54.4% of web traffic was accessed through mobile phones. These statistics prove what we’ve known for a while now, mobile phones are the future of both personal and work lives. Meaning, it’s necessary for us to find the right way to approach mobile users. Not just our customers, but our employees as well. The ability to seamlessly transition between mobile phones and laptops is an option every business should work to provide.
With that in mind, we’re here to showcase two handy solutions our company, Infosysta, has provided for Jira users. We will focus on the use of these two solutions with Jira service management in the form of both agents and customers.
Being able to take Jira with you wherever you go has helped extend the functionality of this ITSM tool. This means that customers can send inquiries whenever they like, and agents can respond no matter where they are. All they’ll need to do is download your app, sign in, and get down to it. The two tools we’ll be discussing today are Mobile for Jira, for agents, and JSMobile for customers.
Mobile for Jira’s main selling point is that it is a Jira mobile plugin that supports third-party app integration. It is also very ideal to boost productivity. The app allows users, in this case agents, to create, edit, view, and comment on Jira issues through their mobile phones. They can even log work and include attachments as well. This allows them to work better with their colleagues to solve these issues, respond to messages, and stay up to date on new additions and important information through push notifications. Another thing to include, is that thanks to the advanced search and filter options, agents will be able to find issues with ease, or bookmark them to keep them on their dashboards.
As such, customer requests will be turned into tickets that come straight to, an agent’s dashboard on their phone. They will be able to work on the issue straight away or collaborate with their colleagues if the matter needs further studying. With the notifications turned on, they’ll be able to receive the response once it comes in, or they can stay apprised of what stage the issue is in.
JSMobile, on the other hand, plays a much more different role. This mobile app can function as your company’s service desk and serve as your customer support channel. Your customers will download and sign in to the app with their credentials, then easily create tickets with whatever inquiries they may have. They can also track the tickets to see how far the agents had gone in their response to it, as well as update the tickets or even upload attachments if their cases require it. In order for them to not miss any new updates from the other end, the real-time push-notification option will keep them in the loop if there’s anything new. If the customers have created more than one issue, they too can filter through them to easily reach the one they need.
Thanks to these branded versions, you’ll be able to customize the apps to fit your company image, making it your own. They would include your company name, logo, and brand colors. This option can give the apps a more professional look that is unique to you, further establishing your company’s brand identity. Not to mention, you’ll be able to get the apps listed on both the Google Play Store and the App Store, so that your customers can reach you with ease.
Mobile apps are the future of almost any interaction, in varying degrees. Being able to offer an easy channel for communication, as well as improved workflow, is a good decision to make on a business level. Whether it’s to help your agents become more efficient by offering them a more versatile approach to work, or making it easier for customers to find you. It’s a win-win situation.
Aliaa El-Nashar - InfosystaMarketplace Partner