An extensive library of integrations is a vital part of any software and often affects users’ purchasing decisions. As such, offering integrations that your customers use daily can be a gateway to more sales and more loyal clients.
Software integrations are valuable because the digital market is crowded with tools that have similar features and offer similar customer service experiences. As such, having desirable software integrations may be the only differentiator for winning and keeping customers.
By developing a list of integrations, you’ll enable your customers to connect different tools with your software without engaging developers or spending additional revenue. Moreover, integrations can really make a difference for your customers, as they can improve workflow productivity, and eliminate task duplicity (such as entering the same data sets into two different tools.)
With all that in mind, we’ve created a few templates that your knowledge base users can use to submit their integration requests.
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Thank you for your interest in improving our [product/service]. It’s great to see how engaged our clients are!
Please describe your request in detail. Try to answer the following questions:
Question 1 related to an integration
Question 2 related to an integration
Question 3 related to an integration
Tell us why this integration is important for you:
Choose an element of [product/service] that will, in your opinion, work more efficiently after this integration is introduced:
If you have any other suggestions or ideas, don’t hesitate to reach out to our [name of the team responsible for handling this kind of request] Team. Drop us a line at [email address], start a live chat conversation, or call us at [phone number].
Click here to submit your request: [Button] Submit
Type of integration: [list of types of integrations]
Which tools should this integration work with? [list of the most common tools like Jira, Dropbox, SharePoint, Zoom, SurveyMonkey, Google Drive, etc.]
If you haven’t found a tool or piece of software you want us to integrate [product/service] with, please provide us with its name below and paste a link to that solution’s website:
How long can you wait for this integration?
In case we have any questions, what’s your preferred communication channel? [Email/Phone/Social media/etc.]
[Button] Click here to submit the request
[After the request is submitted]
Thank you for submitting your request! You can check the status of your request by going to [name of the dedicated tab, e.g., the Integrations tab] in your Administrator dashboard.
Which solution would you like us to integrate [product/service] with? [A list of solutions or a field for a short text]
Why is this integration important for you?
What’s the priority of this integration? [low/medium/high/critical]
Useful link: Check out a list of [product/service’s] existing integrations
[Button] Click here to submit your request
[After the request is submitted]
Thank you for your submission! We will contact you as quickly as possible to discuss the details of your request.
[name of the responsible team] Team at [company]
An integration request template should be short, precise, and cover all the important questions that developers need answered. An integration request template should enable your customers to explain their requests extensively and, when necessary, describe technical aspects of the integration.
Nevertheless, be aware that some customers may not be able to provide you with all the necessary data or may include information that isn’t correct. When this happens, you should contact the requester, collect outstanding information, and manage their expectations, explaining that the integrations they requested may not be possible to provide.
The short answer is yes. You should answer every integration request. Even if you know your company will not address it in the nearest future, or even if a certain integration is impossible to implement, you should answer the request.
The best practice would be to thank the person who submitted the request and either confirm that your company will start working on a solution or explain why the integration can’t be implemented right now (or will never be implemented). Explain it in simple and easy-to-understand words, try to omit technical jargon or industry-specific language.
Offering integrations between different digital products or services is common for most companies operating in the information technology market. No matter what kind of product or service you offer, whether it’s a simple app or a complex and robust piece of software, you should try to provide your users with as many integrations as possible.
Offering a vast range of integrations will not only make your customers feel taken care of, but it will also make your digital solution more attractive to new potential audiences. That’s why you need to enable your community to submit integration requests and do your best to meet their expectations.
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