There is a beauty in simplicity, so the saying goes. And this is as true in IT as anywhere else – particularly when it comes to customer support.
With remote and hybrid working now widespread for many businesses, it is more important than ever to be able to handle support calls. As quickly, efficiently and securely as possible. That can often be more easily said than done. And with the variety of products available on the market, it can be easy to get bogged down in possible choices.
So here are some ways to make seamless customer support simple in 2023.
Surveying the support landscape for customer
A good first port of call is to take stock of your current customer support situation. And how it is likely to evolve in the near future. Ask yourself what is working, what is not and how that can be changed.
One frequent stumbling block when it comes to remote IT support is finding a platform or piece of software that works equally well across all different types of devices and operating systems.
In the past, relying on a product that only works on Windows PCs and laptops would probably have been fine – according to Statista, over 90% of all desktop PCs ran Windows in 2013 – but things change rapidly. Apple’s macOS has grown its market share from 8% 10 years ago to 15% in January 2023, while Linux tripled its market share in the same period from 0.8% to 2.4%. Other operating systems have also increased their market share, with ChromeOS in particular pulling level with Linux consistently since late 2019. If we bring mobile devices and their operating systems into the picture, according to GlobalStats’ Statcounter, Android is the world’s most popular operating system, followed by Windows, then iOS, with macOS coming in fourth.
Throw into the mix all the different hardware these operating systems are running on, and we already have a very complicated picture before even considering the software that customers may need support with.
Using remote support software that works equally well on all these different environments, such as Rescue, is absolutely essential for keeping both customers and IT technicians satisfied.
Tranquil training, easy administration for customer support
Finding a system that can work across diverse environments is one thing, but if it cannot work with your team then it is not much use at all. Utilizing a solution that is easy to use, easy to deploy, and easy to onboard is the best way to ensure technicians know exactly how to use the software and provide effective support. Without taking them out of circulation to attend a formal training session.
While ease of use for support technicians is important, it is also vital that the management tools are intuitive and simple to use. Rescue’s tools, for example, offer real-time performance monitoring and KPI tracking. The level of granular detail available from Rescue may even surprise you. With managers able to drill down into the behavior of individual technicians such as number of sessions closed, active sessions and average wait time.
Support and make contact easy
It is not just those providing the support who should find the software easy to use. Customers should find making contact easy and intuitive, even if they are not particularly tech-savvy. One way of ensuring this is using a solution like Rescue, which allows customers to make contact through multiple channels. This may include in-browser or in-app chat modules. Or something more traditional and familiar like email. With technicians able to respond to their needs seamlessly no matter how the request arrives.
It’s also important that any remote support software doesn’t act in a siloed way and can be fully integrated into your business’ other systems. Such as workflow management, CRM and other customer support platforms. This way, technicians don’t have to open up multiple applications to deal with a query. And there’s visibility of previous remote support interactions for whoever is next in contact with that customer to refer to at a glance. Rescue, for example, has open API integration with Microsoft Dynamics, Salesforce Lightning and Zendesk among others. It’s also suitable if your company has embraced flexible, remote and hybrid working. As support professionals can also log in from anywhere rather than having to come to a central location like a call center if that’s not your strategy.
Security is essential
Whether they are run completely online or have minimal online presence beyond a web page and social media account, computers and the internet are what underpin the operations of all businesses today. They are also organisations’ greatest weak point, with cybercriminals able to target almost any business they consider worth the effort.
This means it is almost impossible to overstate the importance of cybersecurity. This is doubly so for remote support. Where there is a great deal of trust involved in the customer letting someone remotely access their internal IT systems. Regular audits, top-flight encryption and multi-factor authentication are all a must for any product worth its salt. And will provide reassurance to both you and your customers that all support sessions are secure. Rescue offers all this and more. For example, with permissions-based access, admins can make sure technicians only have access to tools and data they truly need to do their job. This can be done by grouping technicians together and applying rules in bulk. On a person by person basis, or a mixture of both if desired.
Customer retain a level of control
It’s also important for customers to retain a level of control. Handing over access and control of a computer remotely takes a great deal of trust. That’s why, with Rescue for example, the end user is in ultimate control of the session. They initiate it and they can end it at any time. This reassures your customers that you always have their best interests in mind.
Online customer support should be a seamless experience for all involved. From when the contact is initiated through to its resolution. Finding an enterprise-grade solution can enable you to offer this type of service. And experience without compromising on functionality for the sake of simplicity.
Customer support and Atlassian
However, one company that stands out in the field of IT support is Atlassian. Their products are designed with simplicity in mind. Making it easy for businesses to manage support requests and improve customer satisfaction.
One of Atlassian’s most popular products is Jira Service Management. This cloud-based service desk solution allows businesses to streamline their IT support operations and provide faster, more efficient service to customers. Jira Service Management offers a range of features. This includes customizable queues, automation, and reporting. All designed to make IT support teams more productive and effective.
But what sets Jira Service Management apart from other IT support solutions on the market?
For one, it is built on the same platform as Jira, Atlassian’s popular project management tool. This means that businesses can easily integrate their IT support operations. With their project management workflows, creating a more seamless and efficient experience.
Another key feature of Jira Service Management is its powerful automation capabilities. With Jira’s built-in automation engine, businesses can automate repetitive tasks. Such as ticket routing and status updates, freeing up support teams to focus on more complex issues. This not only saves time but also helps ensure that support requests are handled consistently and efficiently.
Ease of use
But perhaps the most compelling reason to choose Jira Service Management is its ease of use. Atlassian has designed the platform with simplicity in mind. This makes it easy for even non-technical users to get up and running quickly. The intuitive interface and drag-and-drop customization make it easy for businesses to configure the platform to meet their specific needs.
Atlassian’s commitment to simplicity is evident in all of its products, not just Jira Service Management. Their popular team collaboration tool, Confluence, is also designed to be easy to use and customizable. Making it a great choice for businesses looking to improve collaboration and knowledge sharing.
In addition to its powerful products, Atlassian is also known for its strong commitment to customer support. The company offers a range of support options, including online documentation, a user community, and personalized support from their team of experts. This means that businesses can get the help they need when they need it. Ensuring that their IT support operations run smoothly and efficiently.
There is a beauty in simplicity when it comes to IT support, and Atlassian is a company that understands this. Their products, including Jira Service Management and Confluence, are designed to be easy to use, customizable, and powerful. With Atlassian, businesses can streamline their IT support operations and provide faster, more efficient service to their customers, all while ensuring that their teams are productive and effective.
Atlassian’s JIRA and JIRA Service Management are two of the most powerful project management and IT service desk tools available on the market. They offer a range of features and benefits that make them ideal for businesses of all sizes and industries. Let’s take a closer look at each of these tools and what they have to offer.
JIRA is Atlassian’s flagship product and one of the most popular project management tools in use today
It allows teams to plan, track, and manage their work in one place, making it easier to collaborate and stay on top of deadlines. With JIRA, teams can create custom workflows, track progress with real-time reports, and collaborate with team members across different departments or locations.
JIRA Service Management, on the other hand, is a powerful IT service desk solution that allows businesses to handle support requests more efficiently. It offers a range of features, including customizable queues, automation, and reporting, all designed to make IT support teams more productive and effective. With JIRA Service Management, businesses can streamline their IT support operations and provide faster, more efficient service to their customers.
Key benefit of using JIRA and JIRA Service Management
One of the key benefits of using JIRA and JIRA Service Management together is the ability to integrate project management and IT service desk operations. With JIRA Service Management, businesses can create support tickets directly from JIRA issues, allowing teams to collaborate more effectively and resolve issues more quickly. This integration also allows businesses to track the progress of support requests alongside project tasks, ensuring that everything stays on track and nothing falls through the cracks.
Another benefit of using JIRA and JIRA Service Management is the ability to customize the tools to meet specific business needs. Both tools offer a range of customization options, from custom fields and workflows to automation rules and reports. This means that businesses can configure the tools to match their existing processes and workflows, making it easier to get up and running quickly.
In addition to the core features of JIRA and JIRA Service Management, Atlassian also offers a range of add-ons and integrations that can enhance the tools even further. These include integrations with popular collaboration tools like Slack and Microsoft Teams, as well as add-ons for reporting, automation, and more. With these add-ons and integrations, businesses can tailor JIRA and JIRA Service Management to meet their specific needs and work more efficiently.
Overall, Atlassian’s JIRA and JIRA Service Management are two of the most powerful and flexible project management and IT service desk tools available on the market today. With their range of features and customization options, businesses can streamline their operations and provide better service to their customers. And with Atlassian’s commitment to customer support and ongoing development, businesses can be confident that they are investing in tools that will continue to evolve and improve over time.
- Jira | Issue & Project Tracking Software – Atlassian
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