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Getting insights and meaningful data about what’s working in your service desk isn’t about big swaths of data – it’s about knowing what your agents are doing and whether it’s working. And the right metrics aren’t just a “nice to have” – they’re a “must have.”

We’ve just released some new features to help you do just that. JIRA Service Desk offers new reporting capabilities to help measure:

  • Knowledge base usage and effectiveness
  • Customer satisfaction

Many support teams struggle to provide real numbers to the business for what they do every day, and it’s time to show just how powerful support is. An important channel support teams must take advantage of is the knowledge base. By keeping the knowledge base current and user-friendly, a support team can direct its attention on solving the big problems – and not changing the toner. Again.

The results of applying a knowledge base to your service desk don’t lie:*

  • 50-60% improvement in time to resolution
  • 30-50% improvement in first contact resolution
  • Up to 50% case deflection using self-service

By providing an easy and fast way for customers to get answers, customers are happier and agents are more productive. And that’s what many service teams aim for: high customer satisfaction. Now we can measure employee self-service and CSAT!

Measuring self-service like whoa

Self-service is the easiest way for customers to help themselves while agents spend time on those P1 tickets. By integrating with Confluence, you can connect your service desk with a knowledge base, allowing agents to offer self-service by showing relevant articles to customers based on keywords and search habits using smart machine learning.

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How to set up a knowledge base

To find out how to set up a knowledge base, check out this article. It’s free for unlimited customers to view knowledge base articles!

 

By adding a Confluence knowledge base, your customers will find answers to their questions – and quick. And your agents won’t be spending valuable time answering the same questions over and over.

But many of you want more. So, we’re happy to announce that you can now monitor what articles are helping and driving self-service to its maximum potential.

New knowledge base usage and effectiveness reporting

The Article usage report shows how many times customers viewed knowledge base articles and how many said that an article helped solve their problems. By having a baseline, your team can measure progress over time. Plus, the team can invest more in the knowledge base based on this data, improving the articles and adding new ones.

Check it out

Hover over the data points of any of the graphs and learn more!

 

[iframe src=”http://5u3lgz.axshare.com/article-usage.html” width=”620″ height=”600″]

Your IT team wants to know how effective these articles are for self-service. Enter the Article effectiveness report. Compare the customers who self-served through knowledge base articles against those who created a request. By doing so, you get insights into whether your team’s investment in a knowledge base is causing a reduction in request volume.

[iframe src=”http://5u3lgz.axshare.com/article-effectiveness.html” width=”620″ height=”600″]

This graph shows the trends IT teams want to see – articles are decreasing the ticket load, which always means happier customers and agents.

By seeing how your knowledge base is performing, your IT team can:

  • Save time by allowing customers to self-serve
  • Establish benchmarks and identify trends
  • Experiment with your knowledge base, and identify what is most helpful for customers
  • Show that your IT team is coming up with smart ways to scale as your company and customers grow

Customer satisfaction matters

If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. CSAT is a great way to show customers that your team takes feedback seriously – or to find out that you’re already doing a great job!

New customer satisfaction ratings

Your IT team may rely on thank you notes, high fives, and gifts to know their work is appreciated, but we wanted to create something more. After a request is resolved, a customer can now rate their experience and let the team know exactly how they’re doing.

After a request is resolved, a customer sees an opportunity to give feedback:

customer satisfaction

Guess what?

No additional emails clogging up the inbox: Customers can give CSAT feedback directly in an automated email after the ticket is closed. You can also customize how you ask for feedback – “How was our service?” or “How did we do?” It’s up to you on how formal or casual you want to be.

 

Once the evaluation has been received, the metrics are surfaced through out-of-the-box reports and dashboards:
customer satisfaction

As a service desk admin, you can create custom reports to measure trends, such as how agents are doing:

[iframe src=”http://5u3lgz.axshare.com/csat.html” width=”620″ height=”600″]

Keep your customers happier than ever, while learning what’s working and what isn’t. Here are some insights you can pull from customer satisfaction reports:

  • Monitor satisfaction trends during a set period to view changes in service levels
  • See satisfaction scores based on knowledge base article effectiveness
  • Check out stand-alone satisfaction scores for individual agents

Getting the “must have” data

Check out how these new reports will help your team get some serious work done.

Over time, your IT team will benefit from seeing improvements in customer satisfaction and team productivity and before you know it, everyone will be working smarter, not harder.

Measuring employee self-service and CSAT reports are just a few of the many things you can do with JIRA Service Desk. If you haven’t tried it yet, check out our product tour to see what else it can do for you and your team.

Check out JIRA Service Desk


Using JIRA Service Desk Cloud? You’ve been auto-upgraded. Give it a whirl! Using JIRA Service Desk Server? These new features are included in JIRA Service Desk 3.1.

*KCS Academy

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