🏃 Onboarding Topic #1: Customer Experiences

[#1]

Welcome to week #1 in our onboarding series! Over the next four weeks, we’re excited to share deeper dives into key features of our new Customer Service Management app to help you get started.

As a recap, the Customer Service Management app has four core pillars:

1. Deliver consistent, exceptional customer experiences across all channels. Meet customers wherever they are with omnichannel support.
2. Deliver faster, smarter customer support by teaming up with an AI agent that collaborates with your team, knows when to escalate, and learns as it goes.
3. Personalize every customer interaction. Give Rovo and your support agents access to rich customer context.
4. Get rid of siloes and deliver better customer outcomes faster. Connect teams across your organization with integrated support workflows on one platform.

Below, learn more about customer experiences and how to configure different support experiences for different types of customers with Atlassian’s Customer Service Management app. Give the Loom a watch or continue reading down below!

What are Customer Experiences?

Customer experiences are the support channels and touchpoints you can configure based on the subset of customers it’s meant for, such as external customers, partners, and more.

In our conversations with customers, we’ve learned that there are often multiple teams practicing support and they all operate in different Jira projects. However, the customer experiences, whether it's the same support sites, forms, or AI agent, put in place to capture and route these tickets are all the same for each project.

With the Customer Service Management app, you are no longer limited to routing to one project. A single customer experience, or support channel, can route to different projects based on your needs.

Key Components

• Forms:
  • Build and embed forms for different types of requests. Each form can route tickets to any Customer Service Management app project or space, giving you flexibility across teams.
• Articles:
  • Configure knowledge articles to surface directly on your support site and for the AI agent to leverage. You can create new articles in the Customer Service Management app or link to multiple Confluence spaces as well as who in your user base should be able to view them.
• Branding:
  • Configure the branding elements like your logo, brand tile, and color to ensure you are consistent across all your different channels.
• Channels:
  • External Support Sites:
    • Create branded, external-facing websites for customer support, with customizable URL domains and layouts using Atlassian Studio’s powerful site builder.
  • Email Intake:
    • There is a pre-configured email address offered by Atlassian as a ‘reply to,’ but you can also add any external email addresses you have.
    • Configure dedicated email addresses for support. Route incoming emails to specific forms and projects.
• Customer Access
  • Configure who should be able to access a particular customer experience. This can be locked down by individual organizations, control if users need to log in, etc.
• AI Agent:
  • (More on this in an upcoming post!) Enable customers to get instant answers and support via an AI-powered agent, leveraging your knowledge base.

We’re eager to hear what you think as you start building out customer experiences with the Customer Service Management app! If you have any questions or comments, please add them down below and we’ll be sure to answer. And stay tuned for the next video which will dive deeper into our AI agent!

[Dirk Ronsmans]

Hi @Dorothea Linneweber ,

great intro in to the functionalities and especially the options for intake. Looking forward to diving deeper in to the functionalities and the rest of the onboarding series.

I'm already receiving feedback regarding the functionalities and got a few question (both about intake and others)

Regarding the intake and access controls would you have any feedback regarding:

• Considering the customers for CSM could be anybody and from any type of customer is any thought towards having a different login than the e-mail adress? This might  be a challenge considering the email address is the main identifier for an Atlassian account but in CSM this could just as much be a customer (specific) number/identifier. This could be similar to the new Service Account functionality where in the background a "dummy" account email could be generated but allowing it to be changed afterwards.
• Customer related but more to do with the customer detail fields and access control, it would be great if a customer would be able to manage/change specific customer/organization detail fields themselves. This would allow them to build out their own profile a bit more specific for a certain CSM-space. (billing/shipping information, VAT number(s), contact information) while keeping other user detail fields (customer/organization) locked down and only editable by the Agent.
• Another one more related to customer management. Currently changing the name/email of a customer is a tedious process. This cannot be done directly from the customer record but you actually have to go in to user management to change a setting.

I got some more but there are less related to this onboarding video so I'll start another question/post for those :)

[Dirk Lachowski]

@Dorothea Linneweber After checking out CSM, I’m quite disappointed by the site feature. There’s zero customization options for the knowledge tiles (what top level pages to show as tiles, order of tiles not reflecting Confluence page tree). Opening a tile (that in fact is a folder in Confluence) gives you no navigation, so you have to add every page from within that container page as a link on the container. Once you drill down to an article, there’s also no navigation or even a breadcrumb path. You can’t see sibling pages or move back to the parent. It manages to be worse than a hub site in Studio - and that’s quite an achivement.

If you attach multiple knowledge sources (e.g. product and api docs), all get lumped together in random order. It’s a complete joke.

There’s also no option to have multilingual content.

As it is now, the generated site is useless. What’s the roadmap? I would have expected a working site like the one I get with Scroll Sites. Or maybe something like your own help site. I mean, you know how a help site should look like and Confluence for content management is years ahead of the competition, so why do you have delivered this abomination? If you try to enter the market for customer facing solutions, you are competing with Intercom’s or Zendesk’s help site offerings. And well, you failed to deliver.

Buy K15t, integrate Scroll Sites

[Dorothea Linneweber]

Hi @Dirk Lachowski .

Thank you for taking the time to share such candid feedback. As CSM is a new product, your input is especially valuable and directly helps us prioritise what to improve next. I have passed your feedback on to the respective teams to consider in their future prioritisation.

Regarding your feedback on the support site specifically, we have an Early Access Program (EAP) planned in the coming months focused on greater customisation and clearer navigation. If you’re interested, I can introduce you to my colleague who will be running this for further details - please feel free to send me an email if so: dlinneweber@atlassian.com 

Many thanks,

Doro