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Bill Gates once famously said, “I choose a lazy person to do a hard job because a lazy person will find an easy way to do it.”
Gates is a long time advocate of working smarter not harder. And he is not alone - To work smarter rather than harder can be summarized in a quote by Abraham Lincoln, “If I only had an hour to chop down a tree, I would spend the first 45 minutes sharpening my axe.”
Earning a healthy income is relatively easy if you're working hard and putting in long hours. But there are only so many hours in the day that you can actually work.
And with so many tasks demanding your time, it’s easy to let customer satisfaction monitoring and reporting fall by the wayside. But to let this aspect of your business slip is dangerous as customer satisfaction is a key driver of customer loyalty
Furthermore, acquiring new customers is 5 to 25 times more expensive than retaining your previous customers so it makes sense to focus on the customer experience.
So how can you work smarter to improve customer satisfaction?
The answer is simple: by using the right tools and automating your systems.
Traditional methods of collecting feedback that utilise post-incident surveys can be time consuming and costly. Feedback comes in too late, surveys can be expensive and often results have a negative bias skew.
One way to work smarter and not harder is to delegate what you can, automate where you can and as much as you can!
Recent developments in deep learning and sentiment analysis underpinned by Natural Language Processing (NLP) means that the time consuming task of measuring and monitoring customer satisfaction can now be undertaken by AI.
NLP contextually mines text, identifying and extracting subjective information within conversations that can assist in understanding customer attitudes and their underlying reactions and intentions.
Delegating CSAT monitoring and reporting to AI enables you to focus more on the business and less on the data. Providing agents with the tools they need to cut through what customers are saying.
AI Insights for Jira Service Management is a next-gen, AI powered customer satisfaction analysis tool utilising natural language processing to detect the underlying emotional tone of customer and agent conversations in real-time.
With the help of diagnostic CSAT dashboards service teams are able to respond in real-time and adopt a culture of intervention instead of repair. Additionally, customer sentiment alarms allow agents and managers to watch customer satisfaction metrics and receive notifications when satisfaction scores fall below configured thresholds.
There’s no doubt that we are living in the Age of the Customer… A successful business culture of customer satisfaction and loyalty requires a solid understanding of your customer base. Only with that understanding, can you achieve high satisfaction, build customer loyalty, and reduce customer churn.
When we let machines do the heavy lifting we can work smarter and focus on what humans do best - the creative and strategic thinking that leads to business growth and prosperity.
AI Insights is available on the Atlassian Marketplace - if you’re interested to automate your customer success try the app for free, get in touch with us for a demo
Senior cloud strategist
Byron Bay, New South Wales, Australia