How to boost customer retention and remove barriers to your service desk with ITSM

ITSM with Appfire

We’re all striving to provide an excellent service to our customers within the IT Service Management (ITSM) space and beyond. So much so that this is a KPI for many service desk and support teams. As teams continually strive to deliver outstanding customer satisfaction (CSAT) and net promoter scores (NPS), what about the customers that don’t make it to the service desk at all?

Providing excellent service is great when customers seek assistance, but there’s a whole pool of customers that have an issue, don’t contact support (for a multitude of reasons), and subsequently churn with no support touchpoint. 

Here are a few ways to boost customer retention and remove barriers to your service desk, as well as Appfire solutions that can help along the way…

Why do customers churn without seeking support?

Understanding some of the potential barriers to customers seeking support is vital to remove them. These include:

  • No obvious way to contact support. 
  • One option for contacting support that is inaccessible or not preferred.
  • Difficulties logging into support portals.
  • Customers are unable to communicate their issue.
  • Fear of long issue resolution times.

Overcome barriers to your service desk with Jira Service Management

Let’s dive into some of the ways that you can overcome these five barriers to customers seeking support with Jira Service Management.

1. No obvious way to contact support

A customer may not know how to contact support at the exact moment that an issue arises. If this information is not readily available, customers might give up and subsequently churn, especially if this problem arises several times. Plastering your support team contact details and links to service desks all over customer touchpoints, within reason, will increase the chances of customers seeing this in times of crisis.

Ensuring that this information is also readily available to both desktop and mobile users will also help more customers get the support that they need, when they need it.

2. Only one option for contacting support

Covering multiple communication channels through an omnichannel customer service is key to increasing your chances of customers reaching out when they experience an issue. It means that you cater to a wider range of customer preferences and is much more convenient. If, for example, you were to only offer support over the phone then customers who have experienced long wait times on hold with this type of support in the past might hesitate to get in touch.

If you already offer customer support through an online ticketing system such as Jira Service Management, why not implement a live chat on your customer-facing website? Customers are increasingly demanding real-time online communication, with a recent study finding that 73% of customers in the US believe that live chat is the most satisfactory form of communication with a company (99 Content).

Integrate your customer-facing live chat with Jira.

Chat for Jira Service Management is a live chat that’s fully integrated with JSM, offering an easy way for customers to get in touch and for agents to respond. The live chat sits on your customer-facing website with no external third-party software required and conversations are automatically turned into Jira issues, where agents can respond within the Jira issue view or Chat Dashboard (which has a brand new UI with one central place for agents to respond to tickets across projects, comment/modify field values, and manage both chat and non-chat issues in real-time – bringing the Jira dashboard, Jira issue view, and JSM queues together in one seamless interface). Chat for Jira Service Management makes managing an omnichannel customer service seamless.

Never miss a beat with Chat for Jira Service Management which features a new and improved Chat Dashboard.
3. Difficulties logging into support portals

If you offer online support, how easy is it for customers to log into the portal? Is the portal readily available or easy to reach at the point when they may experience an issue? Do they need a separate set of credentials to log into the portal and get support?

The beauty of Jira Service Management is that customers can simply log into their Atlassian account to seek customer support. If, however, you have a customer a customer-facing website and a separate customer support portal, then bridging the two together can remove this barrier to customers getting in touch.

The new auto-login feature within Chat for Jira Service Management means that once a customer has logged into your website or portal, they will automatically log into the Chat widget (without entering separate credentials).

4. Customers are unable to communicate their issue

If there’s a lack of understanding between customers and agents or features in your portal for customers to accurately communicate their issue, then they might not feel confident that the issue will be resolved. This can be due to customers not knowing whether your support team can deal with a particular issue, they may consider it too sensitive or even trivial.

Having a self-service support portal means that customers can understand the scope of what kind of issues your agents can help with. This can be as easy as including links to your documentation, answers to FAQs, and live updates on issues that are on your support team’s radar. This is a win-win as you’ll likely find that customers can solve an issue themselves, hence taking pressure off your agents, or get in touch for further assistance.

When it comes to ITSM, some customers might not be very tech-savvy which can lead to miscommunications. They may also doubt their ability to accurately communicate the problem, which can lead to a psychological barrier to them getting in touch. In line with the second solution in this article, having an omnichannel customer service can eliminate this barrier as customers can choose a channel that they feel most comfortable with. If they opt for live chat, then ensuring the chat window is packed with features such as the ability to add attachments makes it much easier for customers to articulate issues.

5. Fear of long issue resolution times

Your support teams might solve issues quickly for the most part but due to one negative experience in the past or with another company altogether, customers may feel hesitant to seek support. This is where having a clear set of service level agreements (SLAs) with your customers is crucial.

SLAs instill a certain level of confidence in how quickly an issue will be resolved. Time to SLA provides an end-to-end solution for Jira and Jira Service Management by allowing team members to easily create, track and report on SLAs and keep on top of their customer agreements. It enables teams to configure multiple customer-facing SLA goals at a granular level, track breaches at multiple points during a ticket’s lifecycle, and resolve issues promptly.

Easily create, track and report on service level agreements with Time to SLA.

Another way to cut down resolution times is by utilizing templates within Jira Service Management and Jira Software to boost your team’s efficiency. Canned Responses Pro Templates for Jira enables agents and managers to create dynamic templates that provide pre-determined responses, customizable signatures, and automated actions, so teams can be more efficient when servicing customers. Canned Responses also integrates seamlessly with Chat for Jira Service Management.

Automate repetitive tasks, save time, and standardize comms with Canned Responses Pro Templates.

Boost customer retention and satisfaction with JSM and Appfire

The good news is that there are ways to alleviate potential barriers to your service desk and ultimately boost customer retention, with Jira Service Management and Appfire solutions. What’s more is that once a customer has a positive experience with your support team, they’re much more likely to do so again if another issue arises in the future instead of turning to your competitors. This is key to a healthy feedback loopcontinual service improvements, and customer satisfaction…The gold at the end of the ITSM rainbow!

Appfire’s ITSM category of apps allows teams to spend less time on administrative and repetitive tasks and more time helping customers, with out-of-the-box solutions that empower teams to prioritize customer satisfaction. Check out our full portfolio of ITSM apps to find out more!

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