It's All About Customer Experience: The Latest from Jira Service Desk
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At Jira Service Desk, we've been busy rolling out new features across our portal, knowledge base, international support and more. Come listen to Shihab Hamid, Product Manager at Atlassian, give a product deep-dive covering the latest features shipped with real examples that go beyond the basics. We will cover topics like: - Designing a request catalog - Growing and managing a knowledge-base - Branding your service desk and making it human - Multi-channel service desk that makes it easy to get help - Localizing your service desk - Going beyond multi-channel with an embedded service experience All colored with real examples that go beyond the basics.
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It's All About Customer Experience: The Latest from Jira Service Desk
- 1. It’s all about the customer experience The latest from Jira Service Desk SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN
- 4. JIRA USAGE
- 5. JIRA USAGE 40% running IT Service Desk
- 6. Custom Fields Workflows Permissions Notifications is flexible
- 8. Service Team
- 10. I’ve set up the perfect system, but my users aren’t using it ADMIN FEEDBACK
- 12. #1 Ease of use for end users 2017 JIRA SERVICE DESK PRODUCT SURVEY
- 16. Over 90% of contact centers offer email DIMENSION DATA 2016 GLOBAL CONTACT CENTER BENCHMARK REPORT
- 19. Wow my first request - did you get it?
- 27. Choosing an inbox name
- 28. INTERNAL EXTERNAL • it@ • hr@ • finance@ • facilities@ • support@ • contact@ • help@ • sales@
- 29. INTERNAL EXTERNAL • it@ • hr@ • finance@ • facilities@ • support@ • contact@ • help@ • sales@
- 30. Sending email
- 42. PREVIEW
- 43. PREVIEW
- 44. PREVIEW
- 45. PREVIEW
- 50. WHEN Issue created Issue commented Issue transitioned SLA about to breach Automation Framework IF Issue matches JQL User is agent/customer Comment is public/private Comment contains text THEN Edit issue Transition issue Add comment Send email
- 54. Deep dive into automation: scaling Jira Service Desk Patrick Teen and Amogh Sarda Atlassian TODAY, 4:50 PM, ROOM 210C
- 59. ISSUE TYPES REQUEST TYPES Service Incident Change Get IT Help Request new software Request mew hardware Report system is down Report slow application Request application upgrade Customers
- 60. ISSUE TYPES REQUEST TYPES Service Incident Change Get IT Help Request new software Request mew hardware Report system is down Report slow application Request application upgrade
- 62. Designing a request form
- 63. Anti-pattern #1
- 64. Anti-pattern #2 What do you need? Why do you need it? What type of software is it? When do you need it by?
- 65. Speak the language of your customers
- 77. Customers
- 78. 40% Prefer self-service over human contact THE SELF SERVICE ECONOMY 2013 BY STEVEN VAN BELLEGHEM
- 81. mac vpn
- 83. Content is king
- 84. Write as a team Strategies for content Analyse dataWrite as you go
- 85. Write as a team Strategies for content Analyse dataWrite as you go
- 86. Write as a team Strategies for content Analyse dataWrite as you go
- 87. Anti-pattern #1
- 88. Anti-pattern #1
- 90. Anti-pattern #2
- 91. Anti-pattern #2
- 92. Up to 45% tickets deflected BASED ON A SAMPLE SET OF ~80K JIRA SERVICE DESK SESSIONS
- 93. Style and brand
- 95. Hero Banner Desired by 90%+ of our customers More color 20% increase in visual appeal More of you Less of Atlassian on the portal Quick and easy Designed for non-designers What did we change?
- 105. Contact Form
- 106. Can you code?
- 113. free trial
- 116. Widget
- 118. Theming
- 119. Theming
- 120. Theming
- 121. Theming
- 122. Theming
- 126. Web Chat
- 127. Web Chat
- 128. Web Chat
- 129. Social Media
- 132. Easy and memorable Setup email addresses that your customers could guess Talk your language Customize email content and style to match your corporate brand Automate notifications Use automation rules to keep customers informed using conditional logic
- 133. Less is more Ask for the minimum information you need to get started on a request Knowledge is power Give your customers the ability to save time by helping themselves Make it your own Customise the language, colors and theming to match your style
- 134. Embed your service desk Provide access to help in the customer’s context Extend through apps Sophisticated theming, voice, web chat, social media, and more! Integrate with API Roll your integrations by directly using REST APIs to create and manage customer requests
- 136. Thank you! SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN