When is it best to automate customer service without losing the human touch?

In this article, we'll examine why using automation in Jira Service Management is helpful and discuss ways to make it work well. We want to make sure that even as we use technology to help, we don't lose the friendly and caring side of human interaction. Whether you run a small business, lead a support team, or want to improve customer service, come along as we try to find the right mix of technology and personal connection that keeps customers happy.

Automating customer service in Jira Service Management

Using automation in Jira Service Management is akin to having a tireless helper quietly supporting your support team and customers. Picture this: your team is bombarded with customer requests every day, ranging from simple questions to more complicated issues. Automation steps in to handle routine tasks seamlessly and accurately, without needing human input. For example, it can sort incoming requests, assign them to the right team members, automatically close old support tickets, or reopen issues if customers add comments. This not only speeds up response times but also ensures that no request slips through the cracks. Additionally, automation effortlessly gathers and organizes data, empowering your support team to make well-informed decisions and spot trends that can enhance service even further. It's like having a reliable companion that ensures your support process runs smoothly, allowing your team more time to concentrate on the distinctive and personalized aspects of customer service that only humans can deliver.

How does customer service automation in native Jira Service Management work? 

Automation in Jira Service Management is designed to be user-friendly, even for those who aren't tech experts. It operates without needing any code and relies on rules that let you automate actions based on your own criteria. The basic rules include three key parts: triggers that start the rule, conditions that refine it, and actions that carry out specific tasks in your system.

Triggers, conditions, and actions are the building blocks of automation. When you combine these elements, you can create rules that can do various things. For instance, you could set up a rule to alert an agent when a high-priority issue is created or automatically reopen an issue if a customer comments on it after it's been resolved.

SCREEN 01.png

Source: Atlassian

Improving Jira Service Management customer service automation with Deviniti Apps 

Support agents might find it challenging to keep customers updated manually because it takes a lot of time, there's a chance of making mistakes, communication might not be consistent, there's limited capacity during busy times, tracking and documentation can be tricky, response times may be slow, and as the number of requests grows, scalability becomes an issue. Additionally, there are concerns about meeting compliance standards and the risk of agents becoming overwhelmed. Automated systems can tackle these challenges by offering timely and reliable updates, allowing agents to concentrate on resolving issues. That's why today, our focus is on keeping customers in the loop about the status of their requests, issues, or proposed improvements without needing an agent's direct involvement.

Note: Click on the infographic below to enlarge image


Better access to the information for customers 

Our Extension for Jira Service Management plugin comes with a handy feature called Issue Link. This feature allows us to show issues connected to the current one directly on the Customer Portal. This means clients don't have to go through multiple pages or submit more questions to find related information. With the Issue Link function, you can decide which fields will be visible for specific request types and choose the types of links to consider. This customization ensures that clients only see the most relevant information, avoiding unnecessary details. This not only saves time for both clients and support agents but also enhances the efficiency and satisfaction of the customer service experience.

SCREEN 3.png


Enhanced customer self-service 

To enhance customer service possibilities, we suggest incorporating My Requests Extension for Jira Service Management. Although the app doesn't offer technical automation, it introduces a flexible My Requests view on the Customer Portal. This feature empowers customers to customize their request list by adding, rearranging, or editing displayed columns. It also facilitates easy navigation through the Customer Portal using quick filters, significantly impacting their overall experience. This allows customers to access the information they require, organize it efficiently, and maintain control of their experience. This engagement not only reduces frustration but also leads to higher customer satisfaction in the end.

SCREEN 3 (1).png

Smooth ITSM change management

Issue Templates for Jira provides an Automation feature that brings multiple benefits to customers. For example, when a customer submits a request through the Customer Portal, it can automatically kick off the creation of a bug-type issue in a separate development project. This feature accelerates issue resolution by allowing prompt action in the appropriate project, minimizing delays. Moreover, automatic issue creation promotes improved communication between teams, keeping customers updated on progress. Customers value the reduced effort on their part, as they don't have to take extra steps to stay informed.


SCREEN 4.png

Improved request management for the agents 

Lastly, let's talk about our Support agents. The Queues for Jira Service Management app comes with a Cross-project feature that gives agents a comprehensive overview of all tickets in Jira Service Management, Jira Software, and Jira Work Management. It allows teams to use the JQL filter to display issues from multiple projects. By bringing all tickets into a single view, the app streamlines the workflow for agents. This efficiency results in faster response times and a more dependable service, ultimately contributing to higher customer satisfaction. Additionally, the app's ability to control queue visibility ensures that only assigned teams can access specific queues, enhancing confidentiality and security. This feature assures customers that their sensitive information is handled with care.

SCREEN 5.png 

At Deviniti, we really care about our Support team's communication with customers. We try to keep things personal while making our work better. Because of this, our customers on the Atlassian Marketplace give us great feedback, and that makes us really happy!


If you have some more advice when it comes to customer service automation, feel free to speak up in the comments section below! 

Kasia from Deviniti 



Log in or Sign up to comment
AUG Leaders

Atlassian Community Events