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 Evolutio 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 to book a demo and discover more details and guides.

What is OmniChat for Jira Service Management?

April 14, 2021 - 7 min read

The lowest price will not seal the deal today, but a three-step purchase, instead of a five-step one, will.


Customers are seeking the simplicity of the purchasing experience more than the price and even the quality of a product. Creating a customer experience via different channels results in a consistent conversation and, in the end, a purchase.

The omnichannel approach to communication has a crucial impact on evolving business-to-consumer relationships. Today, it is all about reaching consumers on their preferred channels, how and when they want to. And if there is anything we learned in unforgettable 2020, it is that digital communication is vital for every business.


How organizations have adapted their digital communication strategy in response to the 2020 Covid-19 crisis. Source: Statista


As research shows (source: Infobip), 70% of consumers say that connected processes are very important for winning their business. The huge shift is not in the way of communication, but in the channels used for it, is undeniable.

Atlassian Jira Service Management “brings IT operations and development teams together to collaborate at high velocity and power digital enterprises”, but it has a common issue - limited communication to their end-users, only through help desk and support. By integrating Omnichat, an omnichannel solution for JSM, a new avenue for communication opens on channels with high engagement and open rate.

In this article, we will cover why omnichannel strategy is important for customer engagement and show you how OmniChat for Jira Service Management can help you connect with customers on a more personal level.

What is OmniChat?

OmniChat for Jira Service Management is cross-channel support for customers, on a single interface for agents. It enables easy two-way communication via WhatsApp and SMS and helps in building a meaningful customer relationship.

With the OmniChat plugin, you can: 

·         Raise requests and send feedback via WhatsApp and SMS. 

·         Build more personalized communication with real-time messages.

·         Add a phone number for existing JSM Customers and switch to omnichannel communication.

·         Exchange images and files with customers to improve resolution time.

·         Use WhatsApp templates for secure communication.

·         Configure a custom project and request type for each number.

Instead of creating a request on Jira Service Management, you can just send a message that the support agents will see in the description field of the ticket. You can send a text via SMS or even images via WhatsApp and the agents will reply to you. You can check a detailed user guide here

Why is OmniChat important?


Between catching customers from the real to digital world and backward, and providing them with all the information they need, businesses struggle to create a communication strategy that will secure sales and build brand loyalty. 

With OmniChat, you can engage your customers in real-time and answer their questions, resolve potential issues, and learn more about your customers' expectations in a relevant, timely, and personal way.


How many times did you say, “Just send it on my WhatsApp?” It is easy, convenient, efficient. WhatsApp is used in over 180 countries, with the highest number of users in India, Africa, and South America.  

Launched in 2018. for only five markets initially, WhatsApp Business now has 1.5 billion users worldwide. It has opened up a whole new digital dimension for customer-to-business communication. Customers have an opportunity to message you directly through their entire journey - from first verification to notifications and any kind of purchase assistance. While support agents usually have writing skills, nothing beats showing the customer what to do. Improve your resolution time with the world’s most used chat app.


Let us not forget the good old SMS. You may not give it too much recognition, but there are almost 5 billion SMS users globally - with a 6-second speed rate on average and an average reply within 90 seconds of receipt.

Due to the fact that it doesn’t rely on an internet connection, SMS is one of the most dependable messaging platforms. As the only real-time communication method available on every mobile phone in the world, it has the power to bridge the gap between the developed world and the part that is still developing. 

52% of surveyed consumers said they would prefer texting to customer support than the current method of communication (and that per cent is even bigger when talking about Millennials). 

And when you put just those two communication channels together, you get 90% of messages read within a few minutes of receipt.


Omnichannel customer engagement


Customer engagement starts with a personalized conversation. With over 5 billion people sending and receiving SMS messages and 2 billion WhatsApp users, omnichannel support is a must today. Engage with customers on their preferred communication channels by enhancing the customer experience through personalized and contextual communication with WhatsApp and SMS at every touchpoint of the customer journey.

Omnichannel communication is about giving your agents a seamless single interface experience.

1.      Retention OmniChat for Jira Service Management increases your customer retention and loyalty by building one on one relationships with customers via cross-channel support.

2.      Operational efficiency A single agent interface allows you to communicate effectively with your customer over multiple channels.

3.      Lead generation Generate and nurture leads with targeted, multi-channel campaigns and personalized customer journey.

By allowing customers to choose the channel they prefer, you are enabling them to customize the conversation according to their needs. The additional advantage of OmniChat is that customer flexibility does not harm support agents' work. For agents, all information is at the same place in Jira Service Management. 



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 to book a demo and discover more details and guides. 



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