Customer Service … as a service.

2 minute read
What is DevOps?

What is DevOps?

DevOps is the continuous delivery of prioritised value to an organisation. For more click here.

Email has been in existence since the 1980’s and still retains value for short once off communications. However for task status or knowledge share, email is a death star – it sucks energy and momentum from your teams.

If you have had the pain of;

Searching the inbox for crucial data and the panic associated with being unable to find it?

Missing a task because it was buried in an email trail that was as long as your arm?

Engaging in a dialogue with a colleague that concluded with an exasperated question ‘did you not get the email last week?’

If any or all of these scenarios resonates read on…help is at hand.

Routine tasks with predictable steps are generally good candidates for workflow automation but where communication is required within a workflow how do we eliminate email, improve collaboration on a task and include knowledge share as a default.

Here at Daysha we have been big fans of Jira Service Management (JSM) since its launch back in 2015 as a tool to run IT help desks. But in recent years JSM has been adapted for use in standard business processes such as HR, Finance, Customer Service, Facilities Management and Legal.

Let’s look at one set of standard business processes which if mired in email can destroy brand value; Customer Service. For most businesses there are a standard set of questions customers ask depending on the stage of engagement. If customers have just purchased there are onboarding questions. If they are regular users they may have feature requests or a pricing question. In summary we can predict the questions and provide templated answers.

The cost to a business to have teams on the end of phones or replying on email answering the same questions to different customer is significantly greater than a self service model where all customers can access a portal – validate their credentials- and navigate an FAQ or engage a ‘bot’. But what happens when this process does not answer the customer query?

The online ticket is a simple concept – one unique and secure page on a portal where all customer and agent communications plus attachments are co-located. Status information about the issue is shared as appropriate. The ticket means we can address handovers, where perhaps a different skillset is required, or a timezone change to provide ongoing focus on a customer issue 24/7.

The customer can access this ticket at any point in the future if they have the same question but are unable to recall the answer. They can add their colleagues to the ticket if they need to bring more expertise to the issue at hand.

At the backend of this ticketing system are clocks and database smarts where we can track how long it is taking to respond to customers or automatically escalate the ticket if there is a breach of Service Level Agreement (SLA). We can ensure work is evenly distributed and or identify trending questions which might be added to the FAQ or added to the ‘bot’ dialogue. We can see which of our agents are most productive and plan forward based on hard data rather than intuition.

One of the many joy’s of JSM is that standard customer interactions are provided as templated workflows which are available as a Cloud Service. These are not so much the complete solution as a good start. Add your own branding, tweak the templates to continuously improve your customers experience and build your brand value.

Roohi Zahid

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