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Twitter is one of the most widely used social media platforms in the world, and with 300 million monthly active users, it’s still holding strong despite the competition. In fact, the Facebook outage back in October 2021 helped even more people find their way to Twitter, wary of a repeat of this incident and not wanting to be shut off from the world. With that in mind, you really need to look into how to improve service management with Jira integration.
So, how does service management play a role here? Well, this potential pool of users means you have a prime opportunity to attract more customers, promote a specific brand image, and have a better relationship with potential consumers.
Many companies are already doing an incredible job of that to promote their brand, entertain their followers and put out fires whenever problems arise. This has led to a lot of business inquiries coming in through Twitter, which meant companies needed to adapt to handle the new influx of tweets and messages coming their way.
Only, you don’t necessarily need to do that.
Let’s face it, not every company has the budget to hire a large customer support team to deal with every support channel. Sometimes that job falls onto a handful of people, and it can be quite the load. It is one reason the team tends to lag or fall behind. Balancing all channels equally without taking too long with one over the other can be a problem as well, especially with the ease of use of changing from one channel to the other.
Yes, hiring more people might seem like the only solution in this case, but it really isn’t. Aside from the huge budget, it will require having more people on board, not to mention the training they’d need to undergo, and that will be very time-consuming as well. See, what you actually need here to optimize your support workflow. Wouldn’t it be much simpler to have everything be all in one place?
If messages, comments, and tweets all arrive in the same place, agents won’t need to switch around and balance their time. All they’d have to do is respond to tickets as soon as they arrive in the order they arrive, without leaning towards one particular channel or the other.
So, how do you go about making that happen? Optimize the ITSM tool you’re using so that all the inquiries you’re getting go there. Since you're already using Jira, Jira Service Management can be the most ideal solution here. Not only does it help teams collaborate better in a faster setting, it is well-equipped to handle customer support and to convert a DM or tweet to Jira tickets and your team can handle it from there.
One of the apps that can facilitate Jira integration with Twitter is Twitter Connector for Jira. With it, you can create tickets automatically from Twitter mentions or messages, and your comments on the ticket will be sent to the customer as a reply.
Twitter is one of the top social media platforms worldwide. If used right, it can help your business expand, give you a brilliant brand image, and serve as a new way to facilitate communications with your customers. All you need to do is find the right Jira integrations and organize your workflow.