Hey there! I’m Eduardo Anflor, Product Leader at Mindpro, and I’m here to share how we’ve managed to achieve a stellar customer satisfaction rating of 5/5 on the Atlassian Marketplace. Spoiler alert: it’s not just about building great apps for others. We also rely heavily on our own tools to keep everything running smoothly.

Building apps for real people in the Atlassian Marketplace (and using them ourselves)

Here at Mindpro, we didn’t just wake up one day and decide to create apps. From the get-go, our mission has been laser-focused on one thing: solving real problems for real people. We’re not in the business of building features just because they seem cool; we’re here to make life easier for our users.

When we first dipped our toes into the Atlassian Marketplace, we didn’t have all the answers. But we did have a solid plan, and it started by listening to what our users need and building solutions around that. That’s been our secret sauce.

But here’s the kicker: we don’t just make these apps for others—we’re our own biggest users too. By integrating our apps into our daily operations, we’ve not only improved our internal processes but also ensured that our products are up to the highest standards.

Take Mindpro Lineup, our queue management app, for instance. This tool manages our task queues, and frankly, we couldn’t function without it. Before developing Lineup, we struggled with other market tools that just didn’t cut it. Now, Lineup keeps our work organized, helps us prioritize tasks, and ultimately lets us respond to customer needs faster. It’s a win-win situation.

But it doesn’t stop there. We also rely on Mindpro Graphy, our ITSM Reports solution, to visualize our performance metrics. Imagine trying to keep track of all those customer interactions without a clear picture of what’s going on. That’s where Graphy comes in. It allows us to generate detailed reports on everything from response times to satisfaction scores. This way, we can see exactly where we’re excelling and where there’s room for improvement. By using Graphy internally, we’ve been able to fine-tune our processes and stay on top of our game.

Quality isn’t just a buzzword, it’s a commitment we live by

You know that feeling when you buy something, and it just works? That’s the experience we aim to deliver. We don’t cut corners when it comes to quality. Every app we launch goes through rigorous testing, both in-house and with actual users. This way, by the time it hits the market, it’s polished to perfection.

One more example? Before we launched Mindpro Sync on the Atlassian Marketplace, our app that synchronizes data from identity providers to Jira Issues, we brought in some key clients to help us test it out. Their feedback? Absolutely priceless. It helped us fine-tune everything to make sure it was just right.

It’s no surprise that some of our apps have already been classified as ‘Rising Star’ by the Atlassian Marketplace. After all, the customer is always at the center of the entire process.

Our Support Team Rocks (and our apps make it even better)

One of the key factors behind our high customer satisfaction rating on the Atlassian Marketplace is our commitment to outstanding support. We get it. When customers need help, they need it fast. That’s why we make it a point to respond quickly, usually within a few hours, even when our SLA allows for more time.

But here’s the thing. We don’t just fire off generic responses. Every reply is tailored to the customer’s specific situation. Why? Because we want them to feel heard, valued, and, most importantly, satisfied.

How do we do that? Here are a few tips:

• We automatically sort incoming tickets by type (support, bug, feature request) for faster handling.
• We keep customers informed throughout the resolution process, ensuring they know what to expect.
• Every response is customized to the customer’s specific issue, avoiding generic replies.
• We use Mindpro Lineup to manage support queues.
• We use Mindpro Graphy to monitor response times and satisfaction scores.
• Customer feedback often leads to new features or updates, directly enhancing our apps.

A great example of this in action is when one of our biggest clients needed a special OAuth 2.0 authentication for Mindpro Sync. They reached out through our support system, and because we had all the right tools in place, we were able to develop this feature quickly. Not only did it make the client happy, but it also enhanced the app for all our users.

Keeping it real with transparency and communication

Let’s face it, nobody likes to be kept in the dark, especially when dealing with tech. That’s why we ensure that all our communication on the Atlassian Marketplace is clear, honest, and straightforward. Whether we’re explaining how something works or updating a customer on a request, we keep it transparent.

Even when we can’t fulfill a request exactly as a customer wants, we explain the situation clearly and offer alternatives. It’s all about building trust and ensuring our customers feel valued and informed.

Looking to the future of Atlassian Marketplace: never stop improving!

At Mindpro, we are always looking for ways to improve within the Atlassian Marketplace. Whether it’s developing new products or refining our existing ones, we’re committed to continuous improvement. And yes, that means using our own apps to stay ahead of the curve.

Here are the key ingredients behind our 5/5 rating:

• We build apps based on real customer needs and feedback.
• We rigorously test every app before launch to ensure it’s flawless.
• We respond quickly and tailor our support to each customer.
• We rely on our own apps, like Lineup and Graphy, to optimize our processes.
• We keep our customers informed and transparent in every interaction.
• We maintain strict security standards to protect our users.
• We’re constantly hearing our customers and refining our apps or developing new solutions.

Our goal is simple: keep listening to our users, keep solving their problems, and keep pushing the envelope on what’s possible on the Atlassian Marketplace. That’s how we’ve earned our 5/5 rating, and that’s how we plan to keep it—or maybe even hit that perfect 5.