Boosting Customer Satisfaction (CSAT) with Smart Jira Forms and Time Between Statuses

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The Customer Satisfaction Index, often referred to as CSAT, is an important tool for measuring customer satisfaction with a product, service, or company experience. Typically, CSAT is determined through short surveys with one or more questions. These surveys are usually sent to customers right after they have had an experience, such as buying something or talking to customer service. Customers then rate how satisfied they are, usually on a scale from "very dissatisfied" to "very satisfied."

Customer satisfaction is important because it illustrates whether your customer base likes what you do. Low customer satisfaction scores are also important. They can identify customer pain points and provide data-backed insights on improving your product, service, and overall customer experience.

Smart Jira Forms revolutionizes how you interact with customers. Its intuitive drag-and-drop interface empowers your team to create custom forms tailored to your specific needs. Whether it's a simple bug report, a detailed feature request, or a general inquiry, these forms ensure that every customer interaction starts with clear and organized information.

But Smart Jira Forms does more than just gather data. It seamlessly integrates with Jira, automatically converting form submissions into trackable Jira issues.

Another app responsible for measuring time metrics that directly affect the CSAT is Time Between Statuses. We have described these processes in more detail in this article. Metrics such as Time to First Response, Time to Resolution, etc., significantly impact user satisfaction, so monitoring and measuring them cannot be overstated.

Overview of Smart Jira Forms

Smart Jira Forms is not your average form builder. It's a versatile Jira add-on that empowers your team to create custom forms tailored to your specific support needs. With a user-friendly drag-and-drop interface, you can design forms to capture essential information, from basic contact details to detailed problem descriptions.

Here's where Smart Jira Forms truly shines:

• Automated Issue Creation: Each form submission instantly transforms into a Jira issue, eliminating manual data entry and reducing errors.
• Prefilled Fields: You can pre-populate issue fields with information from the form, ensuring accurate and efficient issue tracking.
• Conditional Logic: Create dynamic forms that adapt based on user responses, ensuring only relevant questions are displayed.
• Automated Workflows: Configure forms to trigger specific actions, such as changing issue status or assigning to team members, based on form responses.
• External Sharing: Easily share forms with customers via links, embedding them in your website or Confluence pages, or sending them directly from Jira issues.
• Customizable Design: Tailor the look and feel of your forms to match your brand or project.
• Data Analysis: Track responses, analyze trends, and gain valuable insights into customer needs and pain points.

Overview of Time Between Statuses

Time Between Statuses is a Jira app designed to help teams monitor, analyze, and optimize their workflows more effectively. The app offers several vital features that allow teams to understand their task management processes better and identify areas for improvement.

⏱️ Calculating the duration of transitions between tasks. This feature allows teams to track the time spent on each stage of the task lifecycle, from creation to resolution. By understanding how long tasks stay in each status, teams can identify bottlenecks, inefficiencies, or delays in their workflow and take the necessary steps to optimize processes.

⏱️ Highlighting critical time frames. It helps teams stay alert and proactive when approaching or exceeding predefined time limits, ensuring they can address potential issues before they escalate. By setting up these alerts, teams can maintain a high level of responsiveness and ensure that tasks are completed within the desired timeframe, ultimately contributing to higher customer satisfaction.

⏱️ Monitoring and optimization of workflows. With the help of the app, teams get access to valuable data and information about the effectiveness of their workflows. The app provides a clear visual representation of transitions and task durations, making it easier for teams to identify trends, patterns, and areas for improvement. Using this data, teams can make informed decisions to optimize workflows, allocate resources more efficiently, and improve overall performance.

⏱️ Indirect impact on customer satisfaction. While Time Between Statuses primarily focuses on workflow optimization, its benefits can indirectly contribute to increased customer satisfaction (CSAT). By streamlining internal processes, reducing bottlenecks, and ensuring timely task completion, teams can provide faster and more accurate support to their customers. This, in turn, can lead to higher CSAT scores, as customers appreciate having their issues resolved quickly and efficiently. In addition, satisfied customers are more likely to remain loyal and recommend the company to others, which will drive further growth and success.

The Synergy Between Smart Jira Forms and Time Between Statuses

What is the synergy and efficiency? It's straightforward. Smart Jira Forms is a convenient tool for automating processes in the Support department. Whether it's filling out a request form to contact specialists or launching questionnaire forms for your customizers. Jira issues are created automatically, and the status of these issues changes automatically according to the user's actions in the form. This makes the transition status data clear and accurate. 

Here's how it all works in symbiosis.

The Integrated Workflow: From Request to Resolution

Let's walk through a typical customer support scenario enhanced by Smart Jira Forms and TBS:

1. Customer Initiates a Request: A customer encounters an issue and fills out a Smart Jira Form tailored to their specific need (e.g., bug report, feature request).
2. Issue Creation & Prefilling: The form submission instantly creates a Jira issue in a designated project and pre-fills relevant fields, such as the customer's name, contact information, and a description of the problem. A specific label is added to the issue to track it in TBS later.
3. Team Takes Ownership: The issue is automatically routed to the appropriate team or agent based on your workflow configuration. Smart Jira forms can create issue in the desired status and TBS starts tracking the time spent in each status.
4. Resolution & Feedback: The team diligently works on the issue, and TBS keeps a watchful eye on its progress. Upon resolving the issue, the agent shares a CSAT form with the customer directly from the Jira issue.
5. Customer Feedback & Issue Closure: The customer receives the feedback form and completes it. The "Change Issue Status After Form Submission" feature in Smart Jira Forms then automatically transitions the Jira issue to a "Done" or "Closed" state.
6. Time-Based Insights: TBS now has a complete record of the issue's lifecycle, from creation to resolution. You can generate reports filtered by the label you added in step 2, revealing valuable metrics like Time to First Response, Time to Resolution, and more. This data-driven insight allows you to pinpoint areas for improvement and enhance your overall support process.

How to Set Up the Workflow in Smart Jira Forms

1. Create Your Forms: Design your initial customer request form and your feedback form within Smart Jira Forms.

2. Configure "Create Issue": In the form settings, set up the "Create Issue" feature to automatically generate a Jira issue upon submission. Map the form fields to the appropriate Jira fields and select a default issue status.

3. Add a Label: In the "Create Issue" settings, include a label (e.g., "Customer Request") to mark issues originating from the form. This label will be used later for filtered reporting in TBS.

4. Create second form for Customer satisfaction.

5. Set Up Status Change: In the form settings, enable the "Change Issue Status After Form Submission" feature. Choose the desired "Done" or "Closed" status for feedback form submissions. 

6. Add form to the first issue with customer request manually or automatically.

7. Share & Collect Feedback: Share the CSAT  form with customers through the share button from the issue page. Once form is submitted the issue status is changed to Done.

The seamless integration of Smart Jira Forms and Time Between Statuses offers a comprehensive solution for managing support requests and optimizing workflows, which helps speed up support and increase customer satisfaction (CSAT).

⭐ Dynamic form creation. Smart Jira Forms allows you to create customized questionnaires with your branding and conditional rules, providing a personalized user experience.

⭐ Accessible data collection. Effortlessly collect information from various sources by embedding forms in Confluence and websites or sharing them via external links.

⭐ Forms to create tasks and display values intelligently. Automatically create new Jira tasks with pre-populated data or update existing task fields based on form responses.

⭐ Efficient workflow tracking. The Time Between Statuses feature accurately tracks transitions between statuses, allowing teams to prioritize and resolve issues based on their urgency and importance.

⭐ Proactive problem-solving. Time Between Statuses identifies potential bottlenecks and delays, allowing teams to resolve issues and maintain high response times proactively.

⭐ Continuous improvement. Use the information from Time Between Statuses reports to optimize workflows, allocate resources efficiently, and improve overall performance.

⭐ Improved collaboration. An integrated system facilitates better communication and cooperation among team members, providing a unified and efficient support experience.

Takeaway

Integrating Smart Jira Forms and Time Between Statuses enhances support efficiency and boosts customer satisfaction (CSAT), a vital metric for business success. Explore these powerful tools to experience the benefits firsthand. Start your journey to improved CSAT today—try Smart Jira Forms and Time Between Statuses now!