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Learn how the Customer Service Management app enables human-AI collaboration and helped cut resolution time from 8 days to 8 minutes.

While your business relies on building the best products and services faster than your competition, success is no longer just about how fast you innovate. You also need to deliver exceptional customer support for those great products and services to keep your customers loyal and differentiate your business.

Customers don’t care if support teams like us are drowning in tickets. They just want the answers they need quickly so they can get back to the work that matters to them. And with the introduction of AI, expectations for fast and personalized customer support are higher than ever.

We’ve experienced this firsthand on the Atlassian Support team. Our north star has always been to deliver exceptional customer support experiences, but as we transitioned from a single product to more than 20, established a global footprint in over 200 countries, and now serve over 300,000 customers, you can imagine that delivering exceptional support became a lot easier said than done.

Our support operation complexity had grown exponentially, leading to:

1. Rising ticket volumes
2. Fragmented processes
3. Operational bottlenecks