How to communicate incidents to customers? 📣

Hello Community! 👋

I've prepared this post, especially for service desk agents and customer service managers. 

Let's discuss incident communication with customers💡

How many questions type: How long, When, Why have you received this month? How much time have agents spent on answering? How many times have you waited for answers from customers about ticket details? How much longer does resolution take because of that? Well, I bet it was something about a few hours. ⏰

So, this is definitely an area for improvement and more efficiency. Agents should focus on resolution, not ping-pong conversations - agreed?

With proper tools and strategized incident communication, it's easy to automate all of the above. 

We share the ready strategy in our new free whitepaper 🚀

 

What are 4️⃣ elements of well-tailored incident communication? 

1. Automated incident communication - ensure customers don't bother agents, but they already know what they need from request details view.

2. Feedback to the organization - make room for changing, and adjusting tickets by customers without agents' engagement (escalations, editing ticket,s and other customer actions)

3. Sharing context - give customers what you already have in Jira. Share more about incident complexity and show f.e. blockers, linked issues, Assignee or ticket life cycle - meaning stages of resolution

4. Incident service - manage all reporters at once, to not waste time, but also take care of every reporter - especially when there is a global incident and many duplicates. 

 

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Sound too beautiful to be true? Actually, it's easy to configure and implement :)

Explore tools tailored for that ☝️

 

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