The Many Benefits of Customer Service Automation with Jira Service Desk (JSD)

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In this fast-evolving digital age, customers expect timely responses to the queries or questions they have. This puts immense pressure on organizations who constantly seek new ways to serve their customers quickly and efficiently. The need to respond to customers in (almost) real-time has led many companies to opt for customer service automation and reduce the human-customer interaction as much as possible. 

The need for customer service automation 

Today, a delightful customer experience is no longer just about providing great products. It is about enabling great customer engagements that have clear communication, short response time, and cross-channel consistency at the foundation. 


For customers to feel valued, every communication has to be smooth and stress-free. However, the conventional customer service desk approach, where a handful of associates are given the task of responding to customer calls, is no longer feasible. 


Given the time taken to respond to customers manually, the high probability of error, and the cost of running a service desk 24×7, organizations are moving to more efficient methods of customer service. 


Customer service automation allows organizations to offer exceptional customer service to remain competitive in the global marketplace. By using modern automation techniques to learn about the needs of customers through every interaction, it helps organizations in driving better customer experiences while keeping in mind the business goals. 


The benefits of customer service automation

Customer service automation is a great way to drive satisfaction and loyalty. Here are some benefits: 


  • Since every interaction is handled through automated rules, the wait times are shorter. 
  • Without increasing customer support staff, organizations can drive higher customer service efficiency.  
  • Automated responses, automated workflows, and a world of self-service options enable customers to get instant resolution while reducing the burden on the customer care team.
  • The customer knowledge base is constantly updated. Using data and predictive analytics, organizations can proactively respond to customer queries while greatly reducing friction points. 
  • Because the need for a greater number of human resources is reduced, the operational costs are greatly optimized.
  • Customer service executives no longer have to waste time typing the same responses every day. Instead, they can devote time to business-critical tasks, thereby helping organizations achieve higher employee satisfaction
  • Given the demands of the modern customers, it helps provide exceptional service to digital natives, millennials, and Gen Z. 


How Jira Service Desk addresses Customer Service Automation needs 

As customer needs grow, service teams have no choice but to expand to cater to the growing needs. However, the expansion of the team also means an exponential increase in the number of repetitive manual tasks. Teams spend a lot of time either in writing complex scripts to extend their capabilities or in assigning issue priorities to different members. 


Customer service automation is the only solution to this, and ITSM compliant Jira Service Desk addresses this to the core. 

Jira Service Desk allows customer service teams to extend and automate their service desk workflow – without the need for additional scripts. Teams simply need to put different blocks together and easily automate the processes they need. 

Jira Service Desk not only helps save time in responding to customer queries but it also dramatically reduces agent stress and frustration. Using Jira’s visual rule builder, executives can configure powerful automation rules easily and drive better value for customers. 

Jira Service Desk’s integration with Confluence allows for knowledge base integration and automation, and ensures consistency and error free customer support. Organizations can also benefit from the availability of various plugins on Atlassian marketplace for more advanced / specific automation and integration needs.

With thousands of supported use cases, there’s a lot teams can do with Jira Service Desk: they can set up rules to automate repetitive tasks, synchronize parent and sub-tasks, auto-assign issues, track SLAs, and do a lot more. Automation rules automatically perform actions in the service desk based on specific triggers and conditions.


For example, using automation rules, teams can

  • Schedule triggers to alert agents when a high-priority issue is created. If an agent has too many tickets assigned, the ticket gets automatically assigned to a different agent.
  • Re-open a support issue if a customer needs more information. If the customer comments on a resolved issue, the issue gets automatically reopened, and the support engineer gets a notification. 
  • Automatically close issues after a specified period – if there is no response from the customer, based on the time period that the team has specified, Jira Service Desk eliminates the need for teams to go back to each issue to close it manually. 
  • Receive warnings when SLAs are about to be breached. If an issue takes too long to resolve, automatic alerts enable teams to stay on top of those and take immediate actions to avoid an SLA breach. 
  • Link related tickets and assign them to the same reporter for quicker resolution. Support issues with the same reporter are linked together, and offers a clear view of the reporter’s history. 


Addteq Expertise with Jira Service Desk

Addteq’s association with Jira Service Desk has been a long-standing one. Our Jira Service Desk solution offering is helping organizations across the world improve agent productivity while driving customer satisfaction. Our range of end to end services include: 

  •  Feasibility study and solutioning around business requirements
  • Data migration from legacy tools to Jira Service Desk
  • Fully integrated and automated customer service portal setup
  • Custom development for connectors / integrations, automation and User Interface changes

Deliver value to customers

In an era of instant gratification, customer service automation is an incredible way to enhance customer experience with the promise of employee productivity, customer satisfaction, and business profitability. 

Jira Service Desk is one such tool that allows customer service teams to transform the way they’ve been handling and resolving customer issues. By using a combination of smart rules and scheduled triggers, it helps teams get rid of time-consuming, error-prone manual tasks, and focus on delivering value to the customer – quickly, and efficiently.

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