Technology can play a role in providing a positive customer experience. However, it isn’t the end all solution. The right tools, we recommend the combination of ProForma and Jira Service Desk, need to be combined with the right people and the right processes. Use those elements to build a customer response system that offers convenience, speed, consistency and friendly, human interactions.
This means that it’s easy for customers ask for help. A great way to implement this strategy for your internal customers is to have all of your “fulfillment teams” (HR, Finance, IT, Facilities, etc. - any team with requests to manage) use the same service desk. This way there is only one place internal customers need to go (the Jira Service Desk portal) regardless of what kind of help they need.
Getting problems resolved quickly is in everyone’s best interest. Jira has a lot of features to help speed things along (workflows, customizable queues, etc.). However, even with all those features there can be long delays while service teams wait to get needed information from the customer placing the request. Typically, the JSD request screen has only three fields: the requester, a one line summary and a description.
If the customer is astute enough to anticipate all the details that will be needed to resolve their request, they can include that information in the description field. However, if they forget an important piece of data time will be lost as the service agent and customer go back and forth to get the details right. Even when all of the needed information is included in the description field, it is not structured.
This is where using ProForma, the app that empowers teams to create forms that embed in Jira issues, can help. ProForma forms can be published to the Jira Service Desk customer portal, allowing teams to collect exactly the information they need for a given process. Thus, the data that comes in on a request is complete, structured and specific to the request type. Form fields can also be linked to Jira fields, where it can trigger automation or be easily queried and reported on.
The combination of Jira Service Desk features (workflows and approvals) and ProForma forms (which can include both a portal form and any needed secondary forms) makes it easy to build processes into an efficient, standardized system. The same questions are asked every time, the same approvals required, the same workflow followed.
In order to help teams convert processes to JSD quickly, ProForma has created a library of process templates which include a portal form, request type, workflow and any needed secondary forms all in one install.
Thus, you can create a consistent business process in just a few clicks. These templates were purpose-built in consultation with industry experts and can be easily modified to match how your teams handle their processes.
The final, and arguably most important, element of a great customer experience is the human touch. Friendly interactions with professionals who are empowered to do what needs to be done to solve a problem are the cornerstone of good customer service. This means using technology to optimize service, but not relying on technology to provide the service. Jira Service Desk allows you to customize your queues. For general requests, you can assign particular team members to support certain departments, allowing them to build up a good rapport. For more technical queries, use your queue to route requests to service team members who specialize in those particular issues.
Convenient, fast, consistent and friendly. That’s the recipe for providing a great customer experience. Get there by giving the right team, the right tools.