When you integrate ZapScale with Jira, the focus shifts from customer support interactions to understanding how your customers are using your product and identifying potential roadblocks
Here's what ZapScale can typically gather from a Jira integration:
- Customer Data: While Jira is a project management tool for software development, it might store basic contact details like names and email addresses of users associated with issues or projects.
- Issue Data: This is the goldmine of information from Jira for your CS team. You'll gain access to details of customer-reported issues, including:
- Issue Type: Categorization of issues helps identify common problems customers encounter while using your product.
- Issue Description: Analyze the nature of reported issues to understand customer struggles and areas where your product might not be meeting expectations.
- Priority and Resolution Time: Track the prioritization and resolution time of customer issues. This helps identify critical bugs or bottlenecks in the development process that might be impacting customer success.
- Feature Request Data:
- Feature Description: The text description within the Jira issue provides details about the specific feature the customer is requesting. This allows your CS team to understand the functionality or improvement desired by the customer.
- Priorities: The priority assigned to the feature request in Jira indicates its importance to the customer and potentially the development team.
By integrating Jira with ZapScale, you gain valuable insights into how customers interact with your product and the issues they encounter. This allows your CS team to:
- Proactive Customer Engagement: Analyze issue data to identify customers experiencing frequent or high-priority issues. This enables proactive outreach and personalized support to address their concerns and prevent churn.
- Improved Product Development: Analyze issue data and customer feedback to identify areas for product improvement and prioritize bug fixes or feature enhancements that directly address customer needs.
- Identify Usage Trends: Analyze issue data to understand how customers are using your product and identify areas with low engagement. This can inform product education efforts and ensure customers are getting the most value from your product.
- Improved Communication & Collaboration: Centralize customer-reported issues and feedback within ZapScale. This facilitates communication and collaboration between customer success and development teams, ensuring a more customer-centric approach to product development.