1/30/2024 0 Comments Jira client database managementEasily Review Customer Feedback and Address it Seamlessly An enterprise chatbot shares the report with the appropriate customer support manager (CSM) via a platform like Slack. Customer data from sources like Salesforce, Jira, and Marketo get pulled into a Google Docs customer health report.ģ. Once a customer’s product usage falls below a certain level, the workflow gets triggered.Ģ. You can then build an automation that works as follows:ġ. And by using automation, your support team can address that risk quickly and thoughtfully!įor instance, say you use Snowflake as your data warehouse, and you use platforms like Salesforce, Marketo, and Jira to track customer activity. Your support team can effectively identify churn risk by tracking customers’ product usage data (where once it dips below a certain threshold, the client is deemed as at risk). Instantly Alert Support When a Client is at Risk of Churning Now that your reps can become aware of any issue they need to manage and can work on it through a platform they’re already using, like Slack, they can save time and help clients resolve any of their hurdles more quickly. As the support rep works on the issue, they can update its status, add notes to it, and eventually close it-all within the messaging platform. Workbot) assigns the issue to the appropriate rep based on their availability and messages the rep via your organization’s messaging platform (e.g. A Jira issue automatically gets created, which includes the email’s subject line and body copy.ģ. The workflow gets triggered once a customer emails support about the issue they’re having.Ģ. Here’s an example of a workflow that can help your team work through any incident:ġ. No matter the issue your customer has, your support team needs to feel empowered to address it easily and quickly.Īn automated incident management process can go a long way in helping you meet that aim. Automate Your Incident Management Process to Help Clients Move Past Issues Quickly Related: How the definition of customer support automation has evolved 1. Here are 3 automations that involve Jira and that can help your support team resolve customer issues faster, better identify clients at risk of churning, and address problems proactively. So how can you build a support team that attracts prospects and churns out loyal customers? By setting up customer support automations around the platform your reps rely on- Jira. A variety of studies prove out customer support’s impact on the success of your business.įor example, Microsoft found that a whopping 95% of customers cite customer service as a factor in determining their brand loyalty while Zendesk discovered that 84% of prospects consider the expected quality of customer service when deciding which vendor they buy from.
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