It is customers who are the heart of any business. Because without them, no company can survive for long. In order to better satisfy its customers, Jira Service Desk does their best to ensure that every business among its clients has everything necessary to deliver an outstanding experience to their customers.
So, if you are using Jira Service Desk, visit Atlassian Marketplace for applications developed to enhance your help desk customization, streamline resolving customer queries, as well as improve the resolution speed.
Making support multichannel
The existing users already know, and the soon-to-be users must have discovered that Jira Service Desk features a built-in multichannel support. This means, customer requests are collected via the help desk software itself, a customer portal, or through email.
Yet there are more channels customers use to get in touch with you, like various social media, or even requests from inside the product. Collecting info from all the channels is a challenge for support teams as they should stay on top of all customer requests. In the Atlassian Marketplace, you will find a couple of apps to facilitate management of multiple channels for your support agents.
Requirements of social media as a channel
J.D. Power customer care performance study (which 23000 involved online customers have participated) shows that 70% of clients used organizations’ social media profiles to get support. Nevertheless, despite its popularity and being easy to reach, this channel has certain challenges:
- high expectations for fast/immediate response
- most interactions are public and visible to nearly everyone on the Internet
- urgent issues and inquiries may fall unseen by the right support agent at the right time
- the requests, report bugs or feedbacks aren’t categorized (i.e., by priority, assignee or type of request etc)
It all may boil down to an important issue being missed or failing to get the expected resolution fast enough. In addition, it may take a while before the request gets to the right person or team, increasing the risk of delays.
#1 Hootsuite can be your solution to this issue. The app provided by 6kites, a certified Atlassian expert, collects feedback from social media channels (Twitter, Facebook, Instagram) and brings them all to your support team.
Voice support - more “human” support
The phone support holds the leading position among other channels. Nearly 96% of support service agents state that customers get in touch via phone calls.
#2 Call Center for Jira help desk helps you manage requests and create tickets received from customer phone calls. Besides, other agents can join the phone call if needed.
#3 8×8 ContactNow comes as another option at the Atlassian marketplace for making and receiving calls. It also allows to perform a search for customer tickets, track interactions with customers, and make calls right from a customer’s ticket.
Collect customer feedback & measure NPS
With Jira Service Desk, you can get customer satisfaction rating and gather feedback after the ticket has been resolved. Nevertheless, there are many other ways of checking and improving the level of satisfaction with the customer experience you provide. Net Promoter Score (NPS) is the means of measuring customer attitude towards a business. You can apply it to get a clearer understanding of how your customers feel about the products or services you offer, and the quality of your support service.
#4 NPS for Jira will help you collect customer feedback, and discover how loyal your customers are towards your product or brand. This data can be used by the support and management teams to reduce the ticket volume, and figure out how to improve product and service quality.
An added value of creating customer communities
Clients appreciate customer forums for the opportunity to share their experience or find a solution to a problem offered by peers. #5 Customer case app allows you to create a forum where customers can comment on and upvote issues. Using it, you can kill two birds with one stone - encourage customers to contribute and keep the team updated on the most frequent problems.
Getting the context with CRM integration
Quite often, when working on the critical customer requests, support agents lack information to see clearly the best way to solve the problem. Here is where service team aims to get tickets attached to external customer databases (typically, company CRMs).
#6 CRM for Jira Cloud will help you to connect Jira Service Desk Cloud and Jira Software Cloud to your CRM. That way you can acquire a full view of all customer interactions, tickets, and feedback under one roof. Visit the Atlassian marketplace to find out what CRM integrations are supported and learn about other integration possibilities.
Jira Service Desk enables its clients to group their customers by organization. With #7 Atlas CRM app, your team can enrich companies’ profiles with billing addresses and contact information directly from Jira Service Desk.
Let’s say your organization doesn’t have any CRM, but has an internal customer database. #8 Database Adapter will help to connect it to Jira. So, the support agents will be able to access important data about a specific customer (i.e., how long they have been with your company, what product or service they use, the plan they are subscribed to etc) and deliver more refined customer experience.
Instead of a conclusion
Definitely, your business needs may vary, and you require some other apps to boost its performance. Do check out the Atlassian Marketplace to find the right customer service applications that will be beneficial for your business.