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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
AgendaS e t u p
T a l k u p
S h o w o f f
S u m u p
IntroductionS 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
ElaborationS 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
DemonstrationS 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
ConclusionS 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
