Improve Jira Service Management with Infobip

April 14, 2021 - 5 min read

It has been a year since we announced our partnership with Infobip, a global leader in omnichannel communication, to establish and optimize processes of digital transformation for companies of all sizes.

 

We combined forces with Infobip to help facilitate Atlassian and forward-thinking businesses to build sophisticated and connected customer experiences across every single stage of the customer journey. Together we plan to transform digital processes according to customers' needs and wants.

If you ever got a message from Uber or Facebook, you’ve used Infobip

This Croatian company, with more than 60 offices on six continents, builds meaningful customer relationships over any channel with its full-stack cloud communication platform.

Their popularity grew rapidly since July 2020, when they raised $200m from One Equity Partners and got unicorn status.

As explained in their Atlassian Success Story, the platform powers messaging for over 750 banks and some of the world’s leading bluechip enterprises, social networks, tech companies, and aggregators. Infobip’s customer portfolio features some of the biggest names across all industries, from LG, Burger King, and Uber, to Snapchat, Raiffeisen Bank, and Facebook, as well as some of the most-used communication systems in the world, such as WhatsApp and Viber.

Reaching customers when, how, and where they want

To understand who Infobip is, let us first get to the omnichannel definition. Omnichannel stands for synchronized and unified communication over multiple channels, such as SMS, Chat Apps, email, Voice, and more. It reaches customers on their preferred channels, how and when they want to hear from you.

While some of your elderly are still taken aback by a company asking for their number, not mentioning if they actually call them, it wasn’t that long ago when the majority of people were suspicious of a brand asking for their email. Yet, now we are so used to being contacted by businesses in countless ways, that we even find it problematic if they don’t do it. 

As Infobip’s research shows, 70% of customers say that connected processes are very important for winning their business. So to increase customer lifetime value, it is necessary to engage with them through the whole journey, especially by conversational messaging after the purchase.

 

Looks like we have come a long way.

According to the numbers below (source: Customer think), customers expect companies to provide communication on:

  • Email (86% of respondents)
  • Telephone (65%)
  • Website (53%)
  • Text (52%)
  • In-person (48%)

 

A quick look back

The rise of technology has shifted the ways we communicate with each other and as well as how businesses communicate with their customers. Just have in mind that WhatsApp Business didn’t exist three years ago, and now has over 1.5 billion users. Add to it all the other Chat Apps such as Viber, Telegram, Messenger, and you have a pretty massive reach.  Still, SMS is one of the most effective ways to communicate due to its high open rate and the “small” fact that with it you can reach every person in the world that has a phone. 

As we saw above, 86% of respondents still trust and want to engage with businesses over email. As a channel that offers a lot of space for customization and personalization to create deep business-to-customer relationships, email had an impressive 23% growth rate in the last five years. 

As we witness the ongoing change in communication, strategies that businesses used years before, don’t work anymore. Take into consideration different types of people also - calling a Millennial won’t be as successful as calling a Baby Boomer. And with the speed the things are evolving, what works now, probably won’t be accurate in the future.

Communication preferences by generations

 

The point when Infobip’s omnichannel strategy came in

Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security, and contact centre solutions help clients and partners overcome the complexity of consumer communications, grow their business, and increase loyalty– all in a fast, secure, and reliable way. Bringing multiple channels together, Infobip gives customers the power to define the communication, still making it easy and simple for businesses.

As Infobip’s CEO Silvio Kutić said to Bloomberg: “We are trying to go deeper into technology, to include more artificial intelligence through all our solutions. The aim is always to give people more time for various tasks and make their lives better.

 

 

Infobip’s customer engagement products

  • Moments - One customer engagement hub to create endless customer journeys.  With Moments you can get a clear picture of your audience and build a campaign that gets the reach, relevance, and response it deserves. 
  • Conversations - This Infobip’s digital-first cloud contact centre solution is designed to improve customer and agent experience through seamless omnichannel interactions in a unified and simple workspace. 
  • Answers - With this intelligent chatbot building platform, you can create and deploy a smart virtual assistant that supports your customer service and sales results by bringing a new level of automation, speed, and availability. 
  • People - Connect insights from all your touchpoints, online and offline, to unlock a 360° view of your customer.

Bringing the omnichannel solutions to Jira Service Management

For businesses that rely on customer support as a vital part of customers' journey and their relationship, any limitations can have a big impact on customers' overall satisfaction and retention rate.

With OmniChat for Jira Service Management, a customer has the ability to choose a communication channel, while the agents have a seamless single interface experience. 

As an Atlassian Platinum Solution Partner, we at venITure saw an opportunity to take the communication between agents and end-users on Jira Service Management to another level. In partnership with Infobip, we created OmniChat for JSM - a cross channel support for customers, that enables easy two-way communication via WhatsApp and SMS. 

 

 



Ready to integrate texting into your customer-to-business communication and take your customer support to another level? OmniChat for Jira Service Management will help you build more personalized communication with real-time messages. 

Visit our website omnichat.cloud to book a demo and discover more details and guides.

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