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Have you ever considered using chat agent to get closer to your customers on your website, landing pages for marketing campaigns or on your documentation?
All of you that were thinking about it might have tried different solutions.
Surprisingly, it looked like everything that MPAC offered, was just placing an IM widget on the issue page or the customer portal.
The chat conversations are processed on another platform without integration with JSD as issues. Nothing is stored in Jira.
We, as Spartez, were there as well - after months of testing, we finally decided to develop and offer our own solution.
We summarize our experience from the pain and launched Chat for Service Desk.
It looks like these days, customers prefer to use IM tools rather than email or ticket-based systems.
They want to talk to a real person in real time - clients don't want to go through hoops of setting up an account on a support system in order to contact the support. They want their problems to be solved in real-time by an actual human.
When they are interested in buying your products or services, they don't want to send emails to a random address.
Part 1 - Testing existing solutions
There was no available solution that could integrate with Jira Service Desk, so we have tried some well-known solutions.
We have tried LiveChat first, since there is an app which integrates it with Confluence in the Marketplace.
But, as our clients are widely distributed in different countries and timezones, and our support team cannot be online 24/7.
Therefore, notification feature for both our agents and clients is critical in our operation. Yet, LiveChat does not provide email-based notification. As a result, our clients do not know our replies if they have left the page already, and our agents do not receive any emails about incoming messages as well.
So we moved to Intercom instead.
It was better at first, but:
We had to constantly look at the browser tab and check it, we weren't notified about the incoming messages when there are many opened tabs
We didn't liked spamming emails and the poor email structure for notifications
Reports were not good enough for us
To be honest - all those issues were nothing, really.
After a few months of testing, we finally discovered what the real problems are.
Part 2 - Realize what the real problems are
Our support team had to work in two different platforms - they had to handle standard support tickets via Jira Service Desk and handle live conversations on another platform (Intercom) at the same time.
And guess what...
Very often, our support team was talking with the one single client on both channels. At the end, we had to add the Intercom conversation history to the corresponding JSD tickets for tracking purpose. We are sure it is not the best use of anyone's time.
Since the support tickets queue is spilt into two, it was much harder to maintain and prioritize. Some of our clients were not satisfied enough because the agent handled their JSD ticket is not the same as the one who handled their Intercom conversation. It created chaos in our support.
Unfortunately, the summary reports from Jira/JSD are completely different from those in Intercom. Therefore, it was impossible to summarize the support tickets and works from two different platforms in a unified way.
What we planned to provide as a better communication channel to our customers turned into nightmare for both our support and customers.
Part 3 - if you can't find an existing solution, build your own one!
After we realized the real problems, we finally decided to develop Chat for Service Desk.
The same as some of our apps, it was born as an internal use app at first. We used our resources to create a solution which could satisfy our needs. Generally, we are not the only one who suffered the same, our solution may help you/others as well.
The needs are as follows:
Jira Service Desk integration
To sum up - when we were testing well-known solutions it becomes clear - there was no solution that could let the customer create an issue in JSD by just sending a message on the chat widget.
Now, Chat for Service Desk - Chats to Issues is finally launched - it becomes all better.
Check out how per agent pricing works.
Let us know how you think and any of your needs by dropping us a comment here.
Jacek Wizmur-SzymczakMarketplace Partner