Data is essential. You can't provide outstanding customer support when you don't have all information needed about the Customer. It takes time to ask questions and, what's worse – get an answer. That's why you should prevent those situations and make your customers give all details you need at the very beginning. Ideally, it would help if you got them right at the beginning of the cooperation between the Customer.
Self-service portal – get all customer context without asking
James is a graphic designer and uses the company's product, one of the products in an extensive portfolio. He frequently contacts their support with requests for help with configuration, invoices, and ideas for new features. Each time, in a form on the portal, he has to choose which product he is using and enter his license number, contact phone number, or Skype nickname (this company uses it to conduct sessions with customers). This is annoying, as it unnecessarily increases the time to complete the form. Why not fill this data once for good? Luckily, admin Gregory has it figured out.
The flow – 5 steps you should take
- Jira admin, Gregory, removes fields for product type, license number, phone number, and Skype nick from request forms.
- Admin creates these fields on the customer form in the Customer and Organization Management app configuration. The next step is to indicate that everyone can edit the fields, that is, by the Customer as well. Importantly, it selects the "Display fill data info dialog for customer" option – this will allow the Customer to enter information as soon as they enter the portal, not just in their profile.
- If there are any changes in this data, the customer like James can easily update it from his profile anytime without asking for permission or requesting it from the agent.
- Basic customer information is entered once, immediately upon entering the portal, and is available to the agent without asking for the same information in the comments. Agents can access them from the general view of all customers and the level of a new request created by the Customer.
- What's more, the admin creates a banner displayed on the help center and customer portals with the announcement that entering basic data will speed up the work of support and that this data can always be conveniently updated in the profile.
Why is it worth it?
- Self-service approach: Customers can provide needed data by themselves without involving third parties.
- Transparent welcome process: The customers fill in information about themselves once. They don't have to fill in the same fields when creating another request or responding in comments. Less repetitive actions are always a plus.
- More effective agents: The agents have all the data about the Customer in one place. They don't have to ask about these basic things but can immediately focus on solving the request.
- Customer care: The banner allows us to convey relevant information. There may be several of them, and they may concern different topics. This feature gives us a lot of flexibility. It keeps our customers constantly well informed, and we clearly inform them what we need from them to speed up the ticket resolution process.
- Smoother customer support: With all data at your fingertips, it's easier to create a high-velocity customer support experience, shorter SLA, and speed up request closing.
Solution and tools you need
Native functionalities in Jira Service Management::
- customer portal
- request types
Apps:
Hosting:
This use case is based on Cloud. Let us know if you want us to develop this feature further on Data Center!
Watch a detailed step-by-step configuration video 🎥