How to save hours per month on customer communication? Real customer story inside 🔎

[#1]

The Request Steps and Fields Values features in the Jira Service Management portal provide customers complete transparency over their requests. Clients can track the progress of their inquiries and see all relevant field values, enhancing their overall experience. Here is a real use case from Advisory Solutions, which specializes in shipping processes. 

Use Case: Real Support for Organizations in Shipment Tracking - Advisory Solutions' Success Story

Advisory Solutions, a Managed Service Provider (MSP), needed to improve transparency and efficiency in its service desk portal. It faced challenges with displaying custom fields, linked tickets, and attachments, which resulted in increased customer inquiries and extra workload for support agents.

⚒️ Challenge: The primary issue was the lack of critical information in the service desk portal, which left customers in the dark about the status and details of their hardware shipments and returns. They couldn’t display custom fields, linked tickets, or attachments in their help center which resulted in a lack of transparency for customers on their hardware shipments and returns.

🚀 Solution: Appsvio's Feature Bundle for Jira Service Management Advisory Solutions implemented Appsvio's Feature Bundle, which introduced several key features:

• Displaying additional field values: Customers can now see custom fields relevant to their requests and linked issues.

• Request Steps: This feature, in particular, has been a game-changer, displaying a customized progress tracker for shipments and returns.

❤️‍🩹 How the app helped Advisory:

1. Enhanced Transparency: Customers can now track the progress of their hardware shipments, returns, repairs, and recycling requests in real time.

2. Reduced Inquiries: With clear visibility into their request status, customers have fewer questions, reducing the support team's workload.

3. Improved Customer Experience: The ability to self-serve and find information independently has significantly improved customer satisfaction.

4. Operational Efficiency: Support agents no longer need to handle routine status inquiries, allowing them to focus on more complex issues.

Here, you can see the Request details view with an enhanced view: request steps and additional fields. This screenshot was provided by Advisory, and it's a real example.  

🎉 Results:

• Time Savings: Approximately 4 hours per month saved by reducing customer inquiries.

• Professionalism: Increased transparency has elevated the perceived professionalism of Advisory Solutions.

• Uninterrupted Workflow: Support agents experienced no disruption, as the new features integrated seamlessly with existing processes.

Testimonial from Michael Fileti, Director of Service Delivery:

"Our request portal finally feels useful now that our clients can see all the details of their hardware shipments, returns, repairs, and recycling requests. The Feature Bundle for Jira Service Management allows us to deliver more transparency and professionalism to our clients."

For those facing similar challenges, we highly recommend exploring Appsvio's Feature Bundle to enhance your Jira Service Management experience. 🙌