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No one can deny that customer support can make or break a business. So ensuring you're able to open channels with your customers to promote communication, is a very great tactic for the business in the long run. Unfortunately, doing so isn't always an easy thing. It can lead to inefficient customer support and higher expenses to try to manage things with more employees.
Let's take this example. A telecom company, with several support channels on social media, wanted to increase its productivity without hiring a huge team of agents per channel, so it could save on costs.
Disclaimer, I am part of Infosysta, the team that created two of the apps mentioned in this post.
The telecom company was focused on ensuring its customers can reach it no matter what platform they used. As social media is the most common way for people to contact their favorite brands and businesses, the company created an account on each platform. However, managing each platform separately caused a lot of problems with the workflow. This has led to a lot of dissatisfaction from customers, as response to their messages took longer than they would have liked. In turn, this gave the company a bad reputation and for it to get a lot of bad reviews. With nothing else to do, it was to bring on more temporary employees to better handle the workflow on each channel. This meant going overboard with the budget and expenses.
The company found a new way to manage the flow of messages coming in through the various channels it opened to the public. This solution was to integrate those apps with Jira Service Management. As the optimum ITSM tool available, this integration allowed for better service management and a much more comprehensive and easily manageable service desk. Since the company found its customers to be most active on both Twitter and WhatsApp, it found connector apps that helped promote this integration.
The challenge was overcome with the help of two of Infosysta's social media to Jira integration apps. The first was Twitter Connector for Jira. An app that helps convert Tweets and direct messages into Jira tickets. The second was WhatsApp Connector for Jira. An app that helps convert all messages into Jira tickets.
This is what happened when they implemented the system on WhatsApp:
Once the interaction with the customer is done, the Jira ticket is marked as resolved.
Thanks to the integration with Jira apps, all the social media messages were converted into Jira tickets instead of appearing as separate messages.
This helped the company in various ways.