KRI S S I WI E C • T E C H N I C AL PRO J E C T M AN AG E R • N E W V E RV E C O N S U L T I N G • @N E W_ V E RV E

KRI S @N E WV E RV E C O N S U L T I N G . C O M

Agenda S e t u p

T a l k u p

S h o w o f f

S u m u p

Introduction S e t u p

T a l k u p

S h o w o f f

S u m u p

What are they for?

How do they work? Notifications

What are they for? When customers submit a request through the customer portal, they receive notifications to keep them informed of their request's progress.

How do they work? Notifications

What are they for? When customers submit a request through the customer portal, they receive notifications to keep them informed of their request's progress.

How do they work? JIRA can send email notifications to users when significant events occur (e.g. creation/completion of an issue).

Notifications

Notifications

Visibility

Notifications

Visibility Credibility

Notifications

Visibility Credibility

POLA (principle of least astonishment)

Notifications

Visibility Credibility Tractability

POLA (principle of least astonishment)

Notifications

Visibility Credibility Tractability

POLA (principle of least astonishment)

FOMO (fear of missing out)

Businesses who employ an omni-channel engagement have better customer relationships, higher lifetime value and generate more revenue, year on year!

J U A N A G E I T O S , M G A G E

“ ”

omni-channel customers have a

higher lifetime value

Elaboration S e t u p

T a l k u p

S h o w o f f

S u m u p

Perception

Problem

Perception

Problem

Support request

Perception

Problem Resolution

Support request

Perception

Problem Resolution

Support request Customer service

Perception

Problem Resolution Feedback

Support request Customer service

Perception

Problem Resolution Feedback

Support request Customer service Satisfaction survey

Customer satisfaction

Reality

Reality

Approval

Reality

Approval

Appeal to authority

Reality

Approval Authority

Appeal to authority

Reality

Approval Authority

Appeal to authority AWOL (absent without official leave)

Reality

Approval Impediment Authority

Appeal to authority AWOL (absent without official leave)

Reality

Approval Impediment Authority

Appeal to authority Until further notice AWOL (absent without official leave)

Reality

Bridging the gap

Bridging the gap

Notification

Bridging the gap

Notification

Progress update

Bridging the gap

Notification Motivation

Progress update

Bridging the gap

Notification Motivation

Progress update Stakeholder engagement

Bridging the gap

Notification Motivation Participation

Progress update Stakeholder engagement

Bridging the gap

Notification Motivation Participation

Progress update Stakeholder engagement Approval process

Customer satisfaction

Demonstration S e t u p

T a l k u p

S h o w o f f

S u m u p

Building blocks

JSD SMS API

Building blocks

JSD SMS API

Notification scheme Provider subscription Programming interface

Building blocks

JSD SMS API

Notification scheme

• System-wide

• Per-project

Provider subscription

• Textlocal gateway

• BulkSMS service

Programming interface

• Webhooks

• ScriptRunner

Bespoke solution

Automation

Notify on custom events

Bespoke solution

Automation Distribution

Notify on custom events Circulate to specific recipients

Bespoke solution

Automation Distribution Reception

Notify on custom events Circulate to specific recipients Listen for incoming messages

Conclusion S e t u p

T a l k u p

S h o w o f f

S u m u p

SMS notificationsMoving beyond email

SMS notifications

JIRA iPhone app

Moving beyond email

SMS notifications

JIRA iPhone app

Moving beyond email

HipChat mobile app

SMS notifications

JIRA iPhone app

Moving beyond email

HipChat mobile app

CallCenter add-on

SMS notifications

JIRA iPhone app

A world of possibilities

HipChat mobile app

CallCenter add-on

Thank you!

KRI S S I WI E C • T E C H N I C AL PRO J E C T M AN AG E R • N E W V E RV E C O N S U L T I N G • @N E W_ V E RV E

KRI S @N E WV E RV E C O N S U L T I N G . C O M

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