Leverage your knowledge base to quickly provide a resolution. After the integration, your support reps can quickly search and share existing articles or help documents and if customers are convinced, close the cases. This process can also be automated to save time and effort. Thus, letting your agents quickly access information and provide a timely response to customer cases.
Add to the quality of content available in the knowledge base. After the integration, your support reps or admins can analyze the performance of content available in the community and if users find it useful. After analyzing, you can know what customers are mostly looking for, what kind of content is not performing and if it can be improved.
Expedite the end-to-end case handling process. The integration allows your customers to create/escalate a case directly from the community and create an issue in Jira Service Desk. Hence, your support team can now respond to the case right from Service Desk, improving average case resolution rate and digital experience.
Let the Voice of the Customer (VoC) be heard to the product managers. Your online community is a medium for customers/partners to share their problems, posting use-cases and new features that they are looking for. Convey the same to the product managers and help them analyze, build, and roll out features that customers want.