Streamline Your Operations with Our it Services Invoice Template for Customer Support

It services invoice template for Customer Support

foreign [Music] hey Alex what's that on the floor over there right where over there um yeah sorry about the interruption everyone let me get that I know what this is it's no BSM no bad service management it's a sign from the protest yesterday at the keynote one of the protesters probably left it lying around okay one of them told me a funny story what did they tell you response times were really slow so one time this customer found the address of a developer's home office and they locked them inside until they got their problem fixed oh wow just well I can't believe they did that um yeah I hope you invited them to this stock oh yeah they're over there oh hi there yeah so um my name is Alex and I'm here with Agnes who's our head of engineering for service management and we're both part of a product team that's focused on service management as part of uh that focus on customer service as part of jira service management and today I'd like to tell you about this new model for support that we're offering build that Shepard support it and later on Agnes will come back up on stage and dive deeper into the product roadmap with you during q a we'll also be joined by Vincent Wong who's our product lead for this mission and to kick things off I'd love to get a better understanding of who's in the audience today so let's do a quick poll so uh by show of hands how many of you knew that you can use your service management for customer service before joining us in Vegas this week okay okay looks like quite a few and um how many of you are using it for external service today okay looks like about a half and yeah so that's awesome and whether you've raised your hand or not so just so you know you're in the right spot because we're gonna shine a light on this use case and also share what's coming next and those of you who just raised their hands you're part of a global growing movement of over 10 000 teams so that's approximately one and four jira service management customers that are already using it for customer service and external support and now let's take a step back and try to get into the mind of a customer support leader so for their service organizations the need to deliver a great customer experience is non-negotiable and Gartner surveys hundreds of heads of support every year and this time around they've asked them which challenges they're expecting to face in 2023 and some of these responses might sound familiar to you so keeping up with customer expectations and Technology challenges was a big theme scanning support so making sure their teams can keep up with demand and also the challenge to reduce costs which is a big thing for all of us this past year with a macroeconomic conditions we find ourselves in and lastly getting management buying for change which was also a big theme and an effort to make customer service a differentiator so these heads of customer service they're in a they're in a tough spot but some of them are in an even tougher spot than others and these organizations that are just like yours need to deliver exceptional customer service in a digital first setting so what this means is these digital first organizations they need to innovate fast and they need to innovate often just to remain competitive customers will reap the benefits when things work as expected but when they don't products can behave in unexpected ways and cause a lot of frustration so a few weeks ago we sat down and spoke about this with Fiona Gallagher who's the head of global product support over at the iris and we learned that before they adopted your service management for customer service escalations the dev escalations would often have to Bubble Up all the way to the CTO to get resolved now these escalations are often the biggest offender for customer satisfaction scores and what iris wanted to do here is to Fast Track these issues that require deaf support triage them and get that first response out to the customer that puts them on a path towards resolution to avoid the negative Downstream effects later on so they wanted to do it right away and they needed a new tool for that so for for these reasons the traditional model where development operations and support teams work in Solo departments using separate tools and processes is is no longer enough and it's putting the entire organization under a lot of pressure and as we all know the problems that customers have relating to technology are generally more complex and they require collaboration across teams to resolve and drive up the time that it takes to get down to the root cause of the issue so how do you transition from this world where you're in your fire firefighting mode to delivering a more delightful customer experience we believe it tinges more and more on development operations and support sharing a Common Language and what this means is what if you could break down the barriers between the teams who build ship and support your product what if you are developers could easily leverage these customer insights to solve more meaningful problems and what if your operations team could understand the positive or negative impact of each release on customers and what if your support team could become a core part of your company's strategy these things are impossible to achieve alone but they are possible together helping the entire company work together to deliver exceptional customer service and this is why atlassian is in the unique position where we can complete this Loop break down the silos between those teams and help make support a core part of your company's strategy and the atlassian platform is the only one in the market that provides you with the solutions to build a chip it's supported all on a shared platform and the potential impact here is is massive because when customers have these value enhancing service experiences it increases their probability to be retained spend more money and also share positive word of mouth so from Airlines to fintechs we have companies like Lufthansa and Liberty that using atlassian products every day to support their customers and partners not just their internal teams and instead of just telling you let me show you how one of those customers is using zero service management today so going back to the example I shared earlier with Iris and Fiona so iris is a technology company and they're building software for the financial services industry and just to get a sense of the scale they're handling every day Iris products are used by more than 500 000 customers across 10 000 businesses all around the world and like many of you their development teams were already using your software when they adopted your service management and since adopting the solution Fiona's teams at Iris were able to deflect 20 of their customer service requests using the knowledge base that comes out of the box with jira service management and not only that they've also been able to solve almost half of their support cases in under 24 hours all thanks to being able to work together across their teams so Fiona and Iris have done a really tremendous job here and now let's let's walk through the product to see how how their setup looks like and let's also meet Jane who's a our imaginary Iris customer who is also a financial planner and a user of the explain product Suite which is an iris product for producing Financial reports and she's looking for help with customizing one of these reports so her first step would be landing on Iris connect which is directly from the iris product and with this is a site where she can easily self-serve using the knowledge base and the help articles Fiona's teams have built or raise a support request and behind the scenes this might probably looks familiar to most of you so this is actually powered by jio service Management's help center with customizations for the logo header image and the welcome text and from here Jane can search for issue or erase this request so let's say she decides to create a request and as she types in the summary a few articles pop up with answers for the more common types of issues related to the summary she's typing in in this case it's a font right over there and these suggested articles are what helps deflect 20 of iris's support cases and frees up agent time to focus on the more complex issues that require um more help so let's say in this case Jane has a slightly different problem so these articles won't help her so she decides to submit the request and reach reach a human on the other side so let's magically flip over to Ed which is an iris support agent that picks up Jane's issue from their queue and generous the request is routed to the products with Q related to the specific form that you used where an ad in SQ is able to pick up the issue and triage the request deciding whether he can solve this or on his own or whether he needs to escalate it to a different team and iris's goal here is to resolve as many requests as possible in their first line of response after they go through this triage process by their Frontline agent team but sometimes as we all know an escalation is required so in that case iris's admins have set up this workflow and this is a really real screenshot from their environment so they're using this uh you use the workflow Builder and automations to create statuses and process for moving these requests from one team to another without alerting their customers so when a customer raises a request from their point of view it all happens in the same single conversation with Iris and where all agents have the same context around their issue and depending on the specific issue requests would then flow to the Frontline support team or get escalated to subject matter experts on other business teams like legal for example or um get escalated to a technical team including the developers who worked on the the product that Jane is using so going back to James request I could decide to escalate it simply by changing the Status in the issue and that's it that's all he needs to do and this makes it a seamless transition between iris's Frontline support teams back to the development team that are already using jira software so on one platform these teams are able to easily work together to do what would have been impossible to achieve within a silo team helping resolve these customer tickets quicker and in this process as you've probably guessed Iris are generating a lot of data and they've set up these dashboards and reports to make sense of it all so they've been pretty pretty smart about how they've set up their dashboard so that it allows them to understand which product areas cause the largest number of escalations so they they can know where they would need to shift resources to either by creating a new help articles for that for those specific issues or by directing more development and product resources to improve the product experience in those areas and this doesn't stop with development and support it extends to Incident Management as well so by having internet management and support data in the same instance all their teams are able to see the number and severity of incidents and how it impacts their support load yeah so with this I'd love to bring Agnes back up on stage to share what you can expect from us later this year thanks Alex for walking us through iris's story that was a great example of just how powerful jira service management can be for customer support and there are many capabilities today which you probably saw from iris's story you can customize workflows with automation rules Concepts you're probably familiar with if you've been a durian admin you can also have multiple queues with different slas to help separate your issues and since it reflect sorry and to deflect the common issues you can easily set up knowledge-based articles that will be used read by your customers or even can responses for your agents flexible reporting is also available with the ability to derive really powerful insights as you saw from iris's dashboards you can even connect insights across your development operations and support teams with Advanced forms and conditional logic you can collect the right information from your customers upfront reducing the need to go back and forth and various Omni channels are also supported including email chat The Help Center as well as an embeddable version of it so you can have the request form embedded into your websites so if you want to quickly try out these capabilities today you can get started by creating a project with the customer service template out of the box it will set up some default forms and workflows to help you get started so we've walked through some of the capabilities available today I'm now super excited to share what we have planned coming up next to help you deliver exceptional customer support we're looking to focus on three main areas better customer management better support channels and better agent experiences with customer management we understand how important it is to have that context and information about your customer soon you'll have new dedicated fields for your customers and organization information we'll provide some default ones like address but you also have the ability to add your own custom attributes by having this information all available in the same system you'll be able to make powerful queries throughout the product for example if you're a company that wants to provide Global support you may want to set up Regional cues and so here in this example we've set up APAC us EU based on the new custom location customers location fields you could potentially even set different slas for the different tiers you may choose to set shorter slas for your higher tier customers to ensure you have quicker response times so these are just two examples of what is possible with this information we are also going to bring this information closer to your agent's fingertips by having it directly available within the issue View in addition to the organization Fields you'll also be able to associate individual customers with an organization very easily and see any Associated requests all in one page we also look forward to providing even more contextual information like entitlements and internal notes now not only are we improving the customer contacts we're also improving how you bring your JSM customers with single sign-on for external accounts by connecting with your identity provider it will mean a seamless experience for your customers as they flow from your product and getting support in The Help Center without the need to log into juror service management so moving on to support channels we're also planning to make many improvements to the help center we've heard your feedback about the ability to bring your own domains so this will mean you'll be able to configure the health center soon with your custom domain and also coming to The Help Center will be more flexibility in theming branding and layout capabilities with drag and drop component controls you'll be you'll be able to build custom experiences into the help center to help reflect your brand and elevate your support service you'll also be able to set up multiple Health Centers to cater for your different audiences now moving on to the third pillar is improvements to the agent experiences and one of the unique benefits of using JSM is how it can connect with the various function teams like product and development under the same platform so we'll be looking to provide better workflows and experiences to improve these connections like here you'll be able to easily escalate issues to your software teams in jira software maybe share ideas to your product teams Enduro products Discovery or even incidents to your operation teams in JSM something I'm personally excited about and maybe you've already seen in the main stage keynote yesterday are the elastin intelligent features with summaries by last intelligence this will help your agents get up to speed quickly where the ticket was left off from the ticket where the ticket was left off and is especially useful for those really long support cases and if you're using knowledge-based articles it will also suggest that any relevant ones and also list ones you've already used mentioned lesson intelligence will also be available in the comments editor it will enable your agents to easily change the tone of your language based on the customer sentiment now providing exceptional service is so much easier with a click of a button your agents will now be able to enhance or expand their responses so there's never been a better time to use JSM for your customer support needs combining the flexibility and power of jira with all the ad enhancements we have coming up next we're here to build the perfect solution for your digital first customer support teams we hope you are as excited as Alaskan will be the only solution on the market that will provide a unique and Powerful solution to help connect all your teams to build it ship it and support it all on one shared platform thank you for joining us today up on the screen we have a link to the product guide which we recommend you check out and with that I'd like to invite Alex and Vincent back to the stage for any questions any questions it all made sense [Laughter] um on the customer context feature which is really cool and something they've been wanting for a very very long time for those of us who have done things like say used assets to um generate that or use Salesforce for customer information um will there be ways to automatically import that information into the new customer context feature so that we're not duplicating the stuff yet again that's a great question it's my post lunch exercise um so yes um so the customer contacts capability actually underneath is built on very similar the same platform we use for assets um so I think we it's a very early stage today um so our first launch I think we allow you to store this information but moving forward we're definitely looking to bring in not only import capabilities into the into the information but for Integrations into the leading sort of CRM as well so you can you don't want to have multiple source of Truth and for those who are using assets I think we're also exploring ways on like Hey how do we actually allow you to bring those information in easily so you don't have like two different things side by side so so yes that's definitely something we are currently working on on the roadmap it's coming as part of this as well I guess I'll do the running myself [Laughter] do you guys have any enhancements on the roadmap for call centers uh about one of our business units 60 of our tickets come in through the phone the other one eighty percent of our tickets come in through the phone okay yeah we don't have yeah so I think today um as a part of the product we don't have a native call center capabilities but as our increased focus into the customer support we actually um forming newer Partnerships with leading call center vendors as well and also improving some of the Integrations so today on the marketplace we already connected some of the leading ones like eight by eight for example but you will start to see I think an increase or not just call centers but I think different channels on how we support um like the end users like chat Etc so one of our challenges with our call center is trying to do everything on one screen so we're actually uh in our in the process of migrating from our existing tool to jira service management and um just trying to get a log a call form and all that built where they can do everything on one screen um like the add-ins for customer data don't work great on that first screen you got to save the ticket before like your customer data comes in so trying to do everything on one screen is a real challenge for us so just some things like that it doesn't have to be a full you know Call Center contact center integration just you know trying to just streamline so everything can be done on one page you know real quick when the phones are backed up you know just fire things through as quickly as possible thank you thank you thank you thanks um for associating customers with organizations is there besides for setting up an automation is there anything that you have planned to make that easier yes um so coming soon as well we have the ability to store the domain name of the organization and then automatically match the user with the domain name so they get added into the organization as part of that and if a customer has more than one domain name do you have the ability to associate multiple to one organization yeah that's uh yeah so we're working on as part of that capability to support multiple domains per organization okay do the banking as well uh one other thing there was a brief glimpse of a mention of canned responses which is one of the biggest features that my team has missed since migrating to Cloud um are you bringing back can responses or is that going to be supplanted by intelligence or where are we no are we um we are bringing it back I believe it's in beta right now I think it'll be rolled out to production by the end of the quarter so that's definitely coming back and it will be even better yeah if you come by the birth I actually got a demo of it working on my laptop along with the customer the customer contacts things as well so I'm more than happy to show you and also moving forward we definitely look to not only bring back a response but also leverage lasting intelligence across the entire product and make it even better as well okay to to follow up my friend in the purple shirt over there for the uh for the customers in the past you'd have to go into the customer section are you saying now on the current workflow that'll be on the same Pages the the issue itself uh we have another problem which we get a lot of tickets coming in from Gmail so you know I don't have a unified domain to do anything with um so what ideas do I have to make that faster for my agents to not have to go back into the customer pan and manually associate love to do it right in the ticket yeah so I think um yeah so you're saying that you want to easily on the issue yourself just say hey it's customer balances they're in the issue they're like all right I know where this person's from let me do it right there in the past we'd have to have this like laborious workflow where we queue up like we got to add these customers in later and then we always we miss folks and then we're missing all that data yeah so I think with the with us bringing in I think that whole information panel into the issue view I think that can help improve the workload there's a little bit of nuance to it as well because today organizations use as a sharing mechanism as well so it's actually a detached field but as part of us bringing that in I think we're exploring like how do we make that workflow easier as well so um I believe it should help a lot in your use case but again I can double check on that um I'll get back to you on the exact details thank you I had a question around the organizations uh the way that we operate will work with a company but then we'll work differently with different sites at the company is there any plan for a hierarchy that we could have different slas attached to different sites but then still tie them into the same kind of main organization yeah that's a great question so today organizations is kind of flex flat structure um so as of today we don't have plans to introduce hierarchy of organizations but we have seen customers create multiple organizations so like your organization a b and c and then you have parent organization as a as a fourth organization to to map somewhere like that and then use jql with the smas to to sort of map it that way it's not perfect but it is one step there um but that's a that's a great um use case as well and we definitely bring it back to explore further Ferrari use case we run intake forms and we wanted to know if we had or if you guys had any plans on saving a draft for example on a logged in user to come back later to let's say fill out the form sometimes there's a couple days between ideation and they want to come back to a draft sorry the draft of a form so I'm using the customer portal to create intake forms and my customers want to have like a draft function or maybe a permalink to come back to that cached information and if there's any plans for that that would be cool yeah so yeah I think yeah I don't know I don't think we have any thing concrete at the moment but that's definitely uh I faced that myself I lost half my things even my phone by a simple refresh so I think that that's definitely is something we can tip back to the team yeah definitely give that feed as I talked about earlier we also also improving the entire I think portal experience as well so I think that's something we can explore as well that yeah so a lot of these will start to populate in a Cloud public roadmap as well they can go check out so you start to see a lot of these capabilities we talked about with um with the estimated timing starting to pop up on there but I'll say the first version of customer contacts and can respond to the two things that are coming up the next next quarter yeah a lot of the stuff probably later this year but yes please check the cloud roadmap for the daily details I have no original questions just follow-ups to that gentleman's question one of the use cases we have a lot so we do our HR onboarding through JSM which is great we've got all sorts of custom Fields what service line are you part of et cetera sometimes they put the wrong thing and they submit the ticket the user's expectation is they want to be able to go back and correct that but but they can't because it's already committed to to a ticket so a use case where they can go to that and and change that that submission from the portal would be awesome any any thought of that yeah I think that makes sense I think I don't know can you do that with forms today no you can't so yes definitely a valid use case I don't think we have any concrete plans today but definitely makes a lot of sense and something we can explore well thanks for listening thank you well we'll also be around at the booth if oh okay uh I just want to get give a quick annotation on the question there's a plugin for that we're also using that you can go back into and edit the ticket to edit the fields just a note it's called feature bundle yes so hi uh yeah I am from apps value and we have this add-on feature bundle so you can edit requests and we have also customary details so we have this in our apps so please visit our booth but a question is totally different you presented this layout possibilities changing layout and I would like to know what is the impact on apps because in our apps other vendor apps we can use some context panels now and what if you if you release this layout changes and what about our panels how to define where app panels will be presented in this layout and another thing is what about API in case of situation that customer use this this layout yeah so partners and vend is definitely a top of mind for us I think today our portal we give areas for you guys to to build on top but is that like this is not the best as well there's quite limited areas so as part of working with this I think we're about to we're actually starting our engagement to the various vendors today they're already building onto our portal to actually I think work with them closer on like how how will we move into into this new world um I think that the other part I can add to that is I think as how we're doing the customization um it's not like a foreign just do whatever you want we actually it's almost like think of like blocks you have different blocks and different elements being placed on top of the portal so rather than an area potentially how it works it's like hey the marketplace built on top of a block and then your block can be placed anywhere on on sort of The Help Center but yeah I think the team will definitely reach out as part of the and working through this initiative is there any more to add Agnes no I don't know we're definitely talking about that yeah yeah and one more thing worth noting is that customer context is an opt-in feature so um all the changes you've seen customers will be able to kind of uh we'll need to kind of switch the toggle on the features uh um screen based on a project based basis is there any plans to have the ability to have atlasting accounts and support only accounts be merged in manual use cases we want to sometimes sometimes our customers have a usf.edu domain email and we have like a Gmail because they're using their personal email and we want to kind of merge these two users together is there any sort of plan for that do you want to merge them into an elastin account or do you want to merge them into a or you want them to be able to use both sorry do you want them to be able to still use both uh I think ideally both but if we have to choose probably the domain specific account so it's just more for our governance processes but yeah is there any sort of plan to maybe merge those manually I think today there is a way if you merge into a elastin account I think as part of the move to Alaska you'll understand like oh that does accounted exists and then just adds to what's that but other than that I don't think we have plans today on emerging accounts outside of that thank you