Customer Experience Panel: what we've heard & what's next
Length: 35:10
In this panel webinar, the accessplanit team discuss the feedback we've received from our customers, the common themes we've heard, and how we're responding with improvements across our services.
In this session we cover the following:
- What have we been hearing from our customers?
- What we're doing
- What you can expect
Keep Exploring!
Take a look at the following supporting resources to learn more about what we covered in this session:
Professional Service information
Product & platform development
Contacting support & using Juno
Q&A
Here are answers to all the questions answered live on the webinar!
Q: Is the new “contextual AI” a different bot, or is this Juno?
A: It’s an evolution of Juno, rather than a separate tool.
We’ve already seen customers asking Juno questions about what they’re doing on a particular screen, so we thought: why should you have to explain that context to the AI?
We’re building that context directly into Juno. It will understand the page you’re on, what you’re working on and the relevant information around that task, so it can give you a much more specific and useful answer for your situation.
Q: I’m having issues with Knowledge Base search and it’s hard to find things. Is that being fixed?
A: We’re aware of the search issues, and unfortunately it doesn’t look like Atlassian are going to resolve them on their end.
In the meantime, clearing your cookies fixes the issue for most people. However, Juno can also help you get around the problem. Juno is fully trained on our Knowledge Base, so it can search the content for you.
Just ask your question and request references or resources if you’d like to read more. Juno can provide direct links alongside its answer, making it much easier to find the relevant guidance.
Q: I sometimes have a question that's not really a 'how do I do this' support question, and not big enough to need accessplanit to do it for me either. For example we need help now figuring out how we structure & manage our courses as we're growing. Where would something like that go?
A: That’s actually a great example, and it’s exactly the sort of thing we’d encourage you to bring to Support.
We’re not just here for “how do I do this?” questions. We’re also here to talk through best practice and help you make the most of the platform as your business grows.
So, if you’re wondering whether you’re structuring your courses in the right way, or whether there might be a better approach, Support is the best place to start. We can talk it through with you and help you work out the right direction.
And if, through that conversation, it becomes clear that it’s a bigger piece of work that would benefit from dedicated consultancy, we’ll involve your Customer Success Manager and help you get this set up with Professional Services.
You don’t need to work out where your question belongs before getting in touch - we’ll help make sure it gets to the right place.
Q: I think it would be great if we could see the status of our submitted product suggestions and be able to upvote others. Are there any plans to do either of these?
A: Every single suggestion is reviewed and assessed by the Product team. We also make sure it’s mapped to the right area of the product so it can be considered alongside other customer feedback and our wider product plans.
At the moment, there isn’t a great way for you to see what happens to a suggestion after you’ve submitted it, or for us to easily close that feedback loop with you.
That’s something we recognise needs to improve. We’re actively pushing for a better experience with our software provider, so that in future you can see that your feedback has been heard and, where possible, what’s happened as a result.
Q: Will I be able to generate reports on my data using Juno?
A: Hopefully, yes! Our goal is for Juno to make as much of the platform as possible accessible through AI, and reporting is a big part of that vision.
It won’t be part of the initial release of the new contextual capabilities, but it’s certainly something we’re exploring.
The longer-term vision is that you’ll be able to ask Juno questions about your data in natural language and have it help you get the information or report you need, without needing to know exactly where to find it or how to build it yourself.
Q: Will the improvements to Juno mean I can report across modules? I want to avoid using the Report Writer.
A: We’re not sure yet exactly what this will look like, but cross-module reporting is something we’ll certainly consider as Juno develops.
One possibility is that Juno could use the information available on your Report Writer page to guide you through creating the report, rather than creating the report entirely for you.
It’s still an area we’re exploring, so we don’t want to promise a specific capability just yet, but making it easier to get the information you need without having to navigate complex reporting tools is very much aligned with the direction we’re taking Juno.