New OmniChat features

January 12, 2022 - 1 min read

The new OmniChat version offers you an exchange video option and the creation of customer profiles.

 

With the new year, we introduce new OmniChat features. OmniChat for Jira Service Management as cross-channel support for customers enables easy two-way communication via WhatsApp and SMS. Our customers come from different industries, from finance to transport, so we try to listen as much as possible and improve OmniChat based on their experiences. 

 

What’s new?

Customer profile

With the new OmniChat version, project administrators and agents can both edit and create customer profiles.

customer is a person who makes a request from your service project. To create a Jira Service Management customer, only a customer email is required. However, to create an OmniChat customer, you need some additional information:

  • Display name (full name)
  • SMS or WhatsApp number
  • Customer note

To provide all the relevant information for agents, we added an overview of all created issues with their status. (Jira Service Management converts customer requests into issues for agents to work on.) This provides a complete customer profile in the Issues view with display name, customer note and a list of issues created.

 

issue-view

What we had before was numbers saved as customers, while with the new app version, agents have an option to change that number with a name.

Also new in the profile is a customer note. Agents can make internal comments or notes about the customer of up to 255 characters.

customer-profile

Video

Showing it is much easier than explaining it. We already had the option to share pictures to speed up conversations and improve resolution time. With the new OmniChat for JSM version, both customers and agents can send videos of up to 15 MB to explain and solve the problem faster. 

 

 

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 or try it right on Atlassian Marketplace

OmniChat vs Slack

August 4, 2021 - 5 min read

If you think that OmniChat for JSM is unnecessary because your Jira is connected to Slack, this article might show you otherwise.

 

With numerous chatting apps reaching their milestones and billions daily, and even more of them arising every day, some might not see OmniChat capability. Especially with having powerful collaboration platforms such as Slack and Teams taking almost every potential user worldwide.

To show you that OmniChat is not another chatting app trying to get famous fast, and, to be precise, it’s not a chat app at all; we are comparing it to everyone well known Slack.

Still, this is not an article about which product is better, yet about how both OmniChat and Slack can be connected to Jira, have different advantages, and still be used together. 

Slack as a tool for work communication

 

Slack is presented as “a new way to communicate - faster than email and more focused than chat”. As a channel-based messaging platform, Slack enables direct and group messaging as well as file sharing. By sharing a channel in Slack, you can keep clients, vendors or partners in the loop.

Launched back in 2014, Slack now has 12 million active users daily. A substantial change for Slack was back in 2018 when Atlassian and Slack joined forces. As pointed out in TechCrunch last August: “Over the course of the last two years, Slack and Atlassian shipped 11 product integrations, which now see about a million active users every month, with Jira being the most often used integration”.

You can read more about Atlassian and Slack partnership here.

Most business tools, like Jira, Halp, Zapier and Google Drive, are integrated into Slack. There are over 2,000 apps and 750 bots on the Slack App Directory.

So, the question pops out again: why would you use OmniChat when Slack has all of this? To answer that question, let us explain what OmniChat does. 

OmniChat as a gamechanger for Atlassian users

 

OmniChat for Jira Service Management is cross-channel support for customers that enables two-way communication via WhatsApp and SMS. It gives customers an option to choose a chat app, making the communication easy for them, while it stays the same, on a single interface for agents. 

 

 

 

 

Communication from Jira Service Management to customers and vice versa is done via OmniChat through any channel.

Although most companies have rules for communicating with users only via email or Teams, the integration of OmniChat gives users freedom of choice.

While Slack improves internal communication between teams and individuals, OmniChat goes beyond the building and strengthens communication between customers/clients and companies.

Where is the difference between Slack and OmniChat?

 

As Jonathan Ryan, Infobip’s regional manager, said: “Slack is a very good tool, but has a very specific kind of audience, look, feel, and interaction capability with it. It doesn’t reach everybody the same way as an SMS or WhatsApp message.”

In the end, it’s about what your customers want, not you. According to Incite Group, over 50% of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”

Ryan added that an issue with using an over the top messaging service is that you can have failover. "If you initiated a conversation originally via WhatsApp flow and there is a, for some reason, degradation in service due to the loss of data capability or issue with the service due to the network, you still can deliver an SMS message.” 

To conclude…

Slack is an excellent channel for your company communication. It is faster and more organized than email, keeps everyone in the loop and on the whole team same page. Slack definitely helps you get work done. Internally.

OmniChat, on the other hand, connects communication channels with JSM and  customers with companies. OmniChat simplifies work. Externally.

At Atlassian Community Event Sydney, we discussed integrating popular chat apps with Jira Service Management. If you want to know more about OmniChat’s advantage over Slack, watch the webinar on the video below. 

 

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. 

Omnichannel vs Multichannel Communication

August 4, 2021 - 5 min read

To build a good customer experience, a company presence across communication channels is unquestionable. But the way those channels are managed makes all the difference.

 

Two, at first, almost identical, types of communication between companies and customers with multiple channels have one significant difference - integration.

What once was a simple, straightforward B2C communication, with the rise of the digital world and all its assets, got a bit complicated. That business to customer relationship shifted from a simple process of supply and demand to the creation of emotional connection and brand loyalty.

What makes the difference is the answer to the question - how do they manage the channels. Is there a smooth integration between all the channels or is every channel managed on its own?

It all comes to a single goal - better customer experience, something that is impossible to get if the customer journey isn’t perfectly connected with company services.

Omnichannel communication

 

Omnichannel communication is manifested through multiple channels, in a seamless process for the customer. It is a consistent customer experience through the whole customer lifecycle - from initial pre-sales contact to post-sales relationship nurture.

With this type of communication, companies build a standard approach. “The messaging, advertising methods and purchasing experience will also be the same because the omnichannel approach creates a cohesive, unified experience.”

Three benefits of an omnichannel experience

No customer has the same journey or the same initial approach to a company or a product. Some may go straight to customer service, some try to contact a company on Facebook, and some might look for the information on the website.

The other side, the company, needs to be ready to answer that inquiry at any step of the process.

Infobip, a global leader in omnichannel communication, points out three main benefits of holistic omnichannel experience: engagement, satisfaction, and optimization.

 

1. Maximize customer engagement

The better a company knows their customers, the better it can answer their needs. All the channels running are not just for one way communication. Using its full potential, a company can adapt its approach to each customer. Not only to sell a product but also to get to know customers.

Creating customer profiles, gathering information about their desires, wishes, habits, and pet peeves; helps companies build and grow a strong customer engagement.

2. Improve customer satisfaction

Satisfaction comes from fast and efficient problem-solving results. Having a plethora of channels makes the company approachable, but having bad or no connection between them, makes the company unreliable.

Let's say that a customer contacted you via customer support about an issue he is having. Your reply and fix it. In about a week, a customer has the same issue and contacts you on Facebook. He expects you already to know what he is talking about, regardless of how he reached out to you and who is behind the company profiles. If you don't, that is a bad CX.  

 

 

customer-service

 

3. Optimize internal processes

To make everything run smoothly on the company side and save time both for customers and companies, chatbot comes as an easy and cost-efficient option.

To learn more about what benefits chatbots bring to your business, check this article.

If your company is using Atlassian products, check OmniChat for Jira Service Management. It is a cross-channel support for customers, on a single interface for agents.   

Multichannel communication

 

Multichannel communication focuses on each of the channels individually and builds a strategy for them separately. Whether that be print, SMS or a chat app of the same company, it has its own approach.

Multichannel communication serves customers where they are, creating strong relationships around a single channel.

As defined by Emrasys: “Multichannel marketing is the implementation of a single strategy across multiple channels or platforms, thus maximizing opportunities to interact with prospective customers. A channel might be email, a print ad, a retail location, a website, a promotional event, a mobile app, SMS messaging, a product’s package, or word-of-mouth.”

Benefits of multichannel communication

 

1. More data

Companies can leverage the bond that customers have with one of the channels by gathering more information about them and creating more personalized relationships. Communicating with the same group of customers on a single channel allows a company the opportunity to get to know them better, to be more familiar with their preferences and habits.

2. Better reach

Implementing a multichannel communication strategy increases the possibility of higher visibility, bigger customer reach, and, in the end, the potential for revenue generation. Just like omnichannel, multichannel communication also gives power to the customer. It gives them the option to choose a channel they preferer, how, when and where they will interact with a company.

Creating multiple sources of information makes it almost impossible for a customer not to notice you.

3. Consistency

Focusing on each channel separately, companies can build consistent communication with customers. Content is created around it and formatted to target a group that uses mainly that communication channel.

The customer knows what to expect from the company. He is used to their communication style, frequency and overall experience. The problem comes when a customer wants to switch to a different communication channel.

The difference between omnichannel and multichannel communication

 

It is common and, lately, necessary for companies to have both online and offline presence. One part of them manages them individually. That is multichannel communication.

The other part creates a seamless brand voice for all the channels. That is omnichannel communication.

Working on a strategy based on every channel on its own has many advantages. You can use their maximum potential, play with monetization tricks and algorithms, researches. During that time, a company can create an in-depth customer profile to target each group differently. The way omnichannel steps in is by connecting all those information and making a unified communication process.

 

omnichannel-vs-multichannel

 

The process of developing from a “just-looking” person to a loyal customer takes time; that is why it is essential to pay attention to every step of that journey. If a customer jumps from email to WhatsApp and, in the end, a physical store, multichannel communication will lose him, while omnichannel will protect the customer.

Whether we talk about retail, marketing, eCommerce or any other field, the omnichannel approach puts customers at the centre.

A business strategy will be successful if it meets customers at multiple touchpoints across their journey, where the customer initiates and still makes it look and feel seamless. In the end, the best multichannel communication is omnichannel communication

 

Atlassian Success Story: Infobip - a billion-dollar company…

May 12, 2021 - 1 min read

A story about how Atlassian helped Infobip retain its startup agility and grow rapidly like an enterprise.

By adapting their cloud communications platform to meet ever-changing consumer preferences, technologies, and compliance requirements in 200-plus countries, Infobip has reached over five billion people and the ultra-rare “unicorn valuation” of $1 billion. 

 

Accommodating so many variations and keeping up with such exponential growth would be enough to make most teams dizzy. But with Atlassian Data Center and more modern DevOps and ITSM practices, Infobip has steadily increased deployment velocity, decreased resolution times from days to minutes, and helped two-thirds of the world’s population communicate with confidence...

 

Interested to see how the rest of the story goes and how OmniChat fits in it? Read the full article here.

 


 

Atlassian powers teamwork at 180,000+ companies worldwide. Through this type of content, they share inspiring stories from their customers around the globe. Check more customer stories from Atlassian on www.atlassian.com/customers.

 

 

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