Great customer support starts before your users ever get in touch with you. It all begins as soon as something happens that prompts a user to reach out. Whether it’s a software bug, a product support question, a payment problem, or a suggestion, they need a simple way to communicate with your team. And your team needs a simple way to hear the voice of your users and stay informed of critical issues. So let’s explore how to provide a unified and intuitive experience for your users by managing your multi-channel app feedback with Instabug’s third-party integrations.
Multi-channel app feedback
Here’s rule number one of customer support: be reachable. Well, some might argue that rule could come after “be nice” and “be honest” (in no particular order), but really, it all starts with getting in touch. So let’s talk about how to make it easy for your users to reach you, without complicating the process on your end.
Being easily reachable does more than just making sure you solve problems together quickly. It also makes sure that your users don’t use undesirable channels to notify you of issues. It’s pretty universal that your team would rather find customer problems in their inbox than in a negative app store review or viral Twitter thread. Guide your customer to the channels you want them to use by making it easy for them to reach you.
Let’s start with the ultimate communication solution: in-app support.
If your primary product is your mobile app, it’s a given that most users will try to reach out to you inside the app. To make it easy for your customers, use an in-app experience that feels native and a way to access help that’s intuitive. Many companies find it time-consuming and high effort to reinvent the wheel by building their own feedback system. Instead, they use a solution like Instabug, which gives them a contact channel right inside the app.
Apps that use Instabug allow users to send feedback through different methods, including shaking their phone; from their Settings, Account, or Help menu; from the bottom nav; and by taking a screenshot. These options give mobile app users an intuitive way to reach your team, which is great. But Instabug’s edge is the wealth of data and information that automatically gets sent to your dashboard along with the customer’s feedback, providing important contextual details that help your developers fix problems faster.
Here’s a quick list of other places your users will typically expect to find you. We recommend getting a social listening platform as well, so you’re in the know about who’s talking about your brand and where. There will always be users who’d rather voice their feelings publicly rather than to your support team, so try to stay on top of the conversation—no matter where it happens.
- Website live chat
- Consumer review sites
- App store reviews
Present a unified front across multi-channel app feedback experiences
To provide a superior user experience from start to finish, your team needs to be in sync, relaying the most important information across channels and teams so you’re empowered to reach better solutions, faster.
Your developers and customer support staff may have different managers, but they all play for the same team—yours. Let’s look at how they can communicate smoothly with one another. Instabug’s menu lets users report bugs, suggest improvements, send general feedback, and even request a feature. So how do you make sure the right messages end up in the right inboxes?
You can make life easier for everyone on your mobile team by throwing integrations into the mix.
Instabug works with the top tools for bug tracking, project management, customer support, and more, so you can keep your workflow simple and streamlined. Your integrations can be configured to automatically forward issues to the right people.
Over 75% of Instabug users leverage integrations to keep their teams organized and efficient. There are customer support-oriented solutions as well as developer tools. Here’s what you can do with them.
Team communication integrations
Project management integrations
Developers love Instabug because it allows their users, beta or live, to send them detail-rich bug reports just by shaking their phones. Let’s face it, your users aren’t going to log all those bugs themselves. Instabug makes it easy for you to get the details without doing any detective work.
Integrations allow developers to save even more time with Instabug. Just as your users don’t enjoy logging all their details themselves (and with Instabug, they don’t have to!), you can set up Instabug so you don’t have to manually log bugs in your project management software or other developer tools. Using rules, you can get bug reports automatically forwarded to Jira, Asana, GitHub, and more.
Speed up your workflow and ramp up your efficiency with these developer integrations for bug reporting and issue forwarding:
Help desks and support integrations
Using help desk integrations, you can specify which types of reports end up straight in your support inbox, so your customer service team can get in touch with your users and help them as soon as possible. Instead of asking your users for pertinent information like device, OS, location, or other details, they’ll have all that information automatically from Instabug. They’ll also be able to share issues with developers while including all the necessary information to get the problem solved as soon as possible.
You’ll be able to send responses to your users straight from your help desk dashboard or get in touch using Instabug’s in-app chats.
Don’t see your favorite tool listed?
Are you using a program that’s not on this list? Don’t worry. Just use Zapier or Webhooks.
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- Q&A: How the Kik team uses in-app feedback for product development