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It's All About Customer Experience: The Latest from Jira Service Desk

At Jira Service Desk, we've been busy rolling out new features across our portal, knowledge base, international support and more. Come listen to Shihab Hamid, Product Manager at Atlassian, give a product deep-dive covering the latest features shipped with real examples that go beyond the basics.

We will cover topics like:
- Designing a request catalog
- Growing and managing a knowledge-base
- Branding your service desk and making it human
- Multi-channel service desk that makes it easy to get help
- Localizing your service desk
- Going beyond multi-channel with an embedded service experience

All colored with real examples that go beyond the basics.

It's All About Customer Experience: The Latest from Jira Service Desk

  1. 1. It’s all about the customer experience The latest from Jira Service Desk SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN
  2. 2. Are you using QUESTION ?
  3. 3. 25,000+ teams
  4. 4. JIRA USAGE
  5. 5. JIRA USAGE 40% running IT Service Desk
  6. 6. Custom Fields Workflows Permissions Notifications is flexible
  7. 7. Service Team
  8. 8. Reports Queues Automation SLA
  9. 9. I’ve set up the perfect system, but my users aren’t using it ADMIN FEEDBACK
  10. 10. Service Team Customers
  11. 11. #1 Ease of use for end users 2017 JIRA SERVICE DESK PRODUCT SURVEY
  12. 12. CUSTOMER EXPERIENCE Portal BeyondEmail
  13. 13. CUSTOMER EXPERIENCE Portal BeyondEmail
  14. 14. Over 90% of contact centers offer email DIMENSION DATA 2016 GLOBAL CONTACT CENTER BENCHMARK REPORT
  15. 15. Wow my first request - did you get it?
  16. 16. Subject Content Sender
  17. 17. Customize mailbox
  18. 18. inbox@instance.atlassian.net inbox@company.com
  19. 19. support@company.com support ********** mail.company.com
  20. 20. Choosing an inbox name
  21. 21. INTERNAL EXTERNAL • it@ • hr@ • finance@ • facilities@ • support@ • contact@ • help@ • sales@
  22. 22. INTERNAL EXTERNAL • it@ • hr@ • finance@ • facilities@ • support@ • contact@ • help@ • sales@
  23. 23. Sending email
  24. 24. PREVIEW
  25. 25. PREVIEW
  26. 26. PREVIEW
  27. 27. PREVIEW
  28. 28. WHEN Issue created Issue commented Issue transitioned SLA about to breach Automation Framework IF Issue matches JQL User is agent/customer Comment is public/private Comment contains text THEN Edit issue Transition issue Add comment Send email
  29. 29. reporter in organizationMembers( “Company A”, “Company B” )
  30. 30. reporter in organizationMembers( “Company A”, “Company B” )
  31. 31. reporter in organizationMembers( “Company A”, “Company B” )
  32. 32. Deep dive into automation: scaling Jira Service Desk Patrick Teen and Amogh Sarda Atlassian TODAY, 4:50 PM, ROOM 210C
  33. 33. CUSTOMER EXPERIENCE Portal BeyondEmail
  34. 34. CUSTOMER EXPERIENCE Portal BeyondEmail
  35. 35. ISSUE TYPES REQUEST TYPES Service Incident Change Get IT Help Request new software Request mew hardware Report system is down Report slow application Request application upgrade Customers
  36. 36. ISSUE TYPES REQUEST TYPES Service Incident Change Get IT Help Request new software Request mew hardware Report system is down Report slow application Request application upgrade
  37. 37. Designing a request form
  38. 38. Anti-pattern #1
  39. 39. Anti-pattern #2 What do you need? Why do you need it? What type of software is it? When do you need it by?
  40. 40. Speak the language of your customers
  41. 41. Service TeamCustomers
  42. 42. Customers
  43. 43. 40% Prefer self-service over human contact THE SELF SERVICE ECONOMY 2013 BY STEVEN VAN BELLEGHEM
  44. 44. mac vpn
  45. 45. Content is king
  46. 46. Write as a team Strategies for content Analyse dataWrite as you go
  47. 47. Write as a team Strategies for content Analyse dataWrite as you go
  48. 48. Write as a team Strategies for content Analyse dataWrite as you go
  49. 49. Anti-pattern #1
  50. 50. Anti-pattern #1
  51. 51. Anti-pattern #1 printer jam
  52. 52. Anti-pattern #2
  53. 53. Anti-pattern #2
  54. 54. Up to 45% tickets deflected BASED ON A SAMPLE SET OF ~80K JIRA SERVICE DESK SESSIONS
  55. 55. Style and brand
  56. 56. Hero Banner Desired by 90%+ of our customers More color 20% increase in visual appeal More of you Less of Atlassian on the portal Quick and easy Designed for non-designers What did we change?
  57. 57. CUSTOMER EXPERIENCE Portal BeyondEmail
  58. 58. CUSTOMER EXPERIENCE Portal BeyondEmail
  59. 59. Contact Form
  60. 60. Can you code?
  61. 61. free trial
  62. 62. Widget
  63. 63. Theming
  64. 64. Theming
  65. 65. Theming
  66. 66. Theming
  67. 67. Theming
  68. 68. Call Center Service Desk
  69. 69. Call Center Service Desk
  70. 70. Call Center Service Desk
  71. 71. Web Chat
  72. 72. Web Chat
  73. 73. Web Chat
  74. 74. Social Media
  75. 75. CUSTOMER EXPERIENCE Portal BeyondEmail
  76. 76. Easy and memorable Setup email addresses that your customers could guess Talk your language Customize email content and style to match your corporate brand Automate notifications Use automation rules to keep customers informed using conditional logic
  77. 77. Less is more Ask for the minimum information you need to get started on a request Knowledge is power Give your customers the ability to save time by helping themselves Make it your own Customise the language, colors and theming to match your style
  78. 78. Embed your service desk Provide access to help in the customer’s context Extend through apps Sophisticated theming, voice, web chat, social media, and more! Integrate with API Roll your integrations by directly using REST APIs to create and manage customer requests
  79. 79. Thank you! SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN

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