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With Team21 just around the corner the focus is on how service teams can improve and cultivate their client success. Any successful team has at least one or more success factors covered:
Make client success (everyone’s got clients) your team culture
Know your clients and stay close
Measure what you want to improve
Be resourceful - it’s your ultimate resource
Innovate and improve constantly
Understanding and measuring your clients sentiment and satisfaction is absolute key for ultimate business success. Mutual understanding builds resilient relationships and identity and creates a culture that lasts.
But how do you detect unhappy dissatisfied customers? And how do you solve a problem with a client that you’re not even aware of, or you notice the problem when it’s too late?
It’s important to do the right thing at the right time based on objective measurements.
What if service teams could
Monitor customer satisfaction in real time
Detect frustrated customers early in real time and intervene timely and responsibly
Analyse and report on customer sentiment trends and agent performance
With AI based natural language processing it is easy to detect the emotional tone in client interactions in real time. And what’s even better: all the data you need is already there right at your fingertips in the Jira Service Management tickets. Sentiments detected include: frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Conversations between user agents and customers are broken down and given a score according to their tone.
Imagine the potential to flag frustrated and unhappy customers instantly and respond to their needs timely! Frustration can’t always be avoided, however it is your timely response-ability that makes the difference for the client.
Being able to map client interactions to sentiments over time opens up a large range of new resources without having to ask for feedback via costly post-incident surveys that are inaccurate at best and annoy customers.
With real time insights and reports on current customer sentiment based on Jira project or filters, trends over time or even JSM agent performance.
I am personally fascinated about how with the help of Tangible AI Jira Service Management can be turned into a real time client success platform.
We have put together AI Insights - a free app on the Atlassian Marketplace that implements some of the key client success features. It works with Jira Service Management out of the box, just enable the projects you want to track and start transforming your client success culture!
Fig 1: Issue sentiment trend
Fig2: Customer and agent sentiment report
At Izymes we are passionate about designing and creating apps that foster collaboration, create connection among users and empower teams and organizations to create products that are useful, usable, purposeful and profitable.
Ulrich Kuhnhardt _Izymes_