Pre-Flight Briefing: Customer Support
The last thing the world needs is another ticketing tool, which is why Atlassian’s Jira Service Management platform is so compelling for organizations looking to unify their Customer Support motion between product, support, and operations.
What separates Atlassian’s Jira Service Management platform from the rest of the market is the data model (what they have branded as the Teamwork Graph), and the ability to quickly configure workspaces, without enforcing unnecessary conformity.
Case Management, Customer Onboarding and Offboarding, and Knowledge are unified with Product Development and other key business teams to streamline customer issues and requests, standardizing solutions, increasing automation, and improving overall visibility with internal and external stakeholders alike.
Additionally, if there are teams that do not follow the same processes, they can still work out of the same tool and retain the collaboration, reporting, integration, and data quality benefits.
For example, issues and requests might arise that need formal input from Legal or Finance teams, not just Sales, Sales Operations, and Customer Support.
With a unified approach, everyone can work in their own workspaces, with their own automation, reporting, and more, but still benefit from the common platform for tracking and resolving work, ultimately keeping it simple for the customer to understand the status of their request or issue.
Jira Service Management Solution Benefits
- Brandable End User Portal
- Rovo A.I. Agents
- Cross-departmental workflows like customer on-boarding and off-boarding
- Integrations with key tools like your CRM and phone systems (CTI)
- Collaboration through Slack and Teams
- Native Reporting and Analytics
- Knowledge Base for storing internal policies as well as customer-facing content
- Built on the Teamwork Graph for easy expansion