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KRIS SIWIEC• TECHNICAL PROJECT MANAGER• NEW VERVE ... · PDF file...

Date post:21-Aug-2020
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  • 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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