1. Business Requirement

We have few apps which we have placed in the Atlassian and other marketplaces. These apps use our infrastructure and users can install these apps in their Atlassian(or other) accounts and can make use of functionalities offered by these apps.

For some time now we have noticed sizable number of uninstalls. Some of the customers have given reason of uninstallations in comments but the details are very vague. Also, Some of the users tried reaching out to us for help but the communication over email or ticketing system itself became the pain point. Speed of communication between clients and support team through email or ticketing systems is usually slow because of which customer starts getting frustrated which led to many uninstalls.

Business wants to avoid the scenario of loosing such customer by giving them a quick way to reach out to the support team so that support team can chat or have a call with the customer if need be to resolve the issues that the customer is facing. In this way we will be able to increase the speed of issue resolution there by helping the customers out and retaining them.

2. Process

Below is the high level overview of the process that we will build our solution around,

• User installs the app from Atlassian marketplace

• User faces some issues with either the installation of the app, configuration or the working of the app itself

• User tries to reach out to the support team using a chat icon in the app’s configurations section

• This initiates a chat session with the support team

• support team will get notified through internal chat app or email about the client waiting for support in the chat

• support team member will open up a chat session with the client

• support team member will try to resolve the issue over the chat

• support team member will setup the call if need be with the client to resolve the issue

3. Solution Description