Jamf After Dark: Jamf Support

While this blog won’t cover the entire podcast (you can listen to it below), it does offer a taste of a few important points that the team discussed to whet your appetite for the whole show.

Jamf Support: "Best in the business?"

“I have all the confidence in the world that Jamf Support is the best in the business,” said Lisa Akerson, Vice President, Global Technical Support.

Jamf Support has:

• More than 200 highly-skilled technical support agents
• 65 have been at Jamf for more than five years; one more than 14
• Customer support 24/7
• Help available through chat, phone and AI
• Global support in 10 languages, including Spanish, Mandarin and Japanese

Strategic overhaul of Jamf Support's platform

While Jamf clearly has excellent support, customers let Jamf know they wanted more.

CJ Krueger, Senior Program Manager, Technical Support, walked Kat and Josh through the decision to implement a new support platform after the legacy platform proved to be a problem.

Move from legacy platform to Intercom

Jamf has undertaken a significant transformation of its customer support infrastructure by replacing its legacy platform with Intercom, a leading omnichannel support solution.

The primary motivation for this change was to enhance agility and address customer feedback that pointed to a need for a more nimble and flexible support experience.

The previous system presented challenges in implementing the modern, multi-channel support experiences that customers have come to expect.

Intercom allows Jamf to meet customers where they are by offering support across various channels such as chat, email and phone while maintaining a consistent and high-quality experience.

A key benefit of this new system is its ability to more accurately and quickly identify customers and what products they are using. This improved identification process enables more precise routing to the appropriate support team, minimizing the time customers wait to connect with an experienced support person.

AI integrations improve Jamf Support

A cornerstone of Jamf's new support strategy is the integration of an AI agent to handle standard support chat inquiries. Rather than replacing human support agents, this AI agent augments their capabilities.

It's designed to provide immediate answers to basic questions, freeing up the highly skilled technical support team to focus on more complex and escalated issues.

The success of this initiative is already evident in the metrics. The AI agent has successfully resolved approximately 4,500 conversations, achieving a CSAT score of 85%. The AI is continuously learning from resolved tickets, meaning its effectiveness and accuracy are constantly improving.

This means a more efficient and timely resolution of issues— whether through self-service, AI assistance, or more readily available skilled support agents.

Results of omnichannel support platform and introduction of AI

The changes implemented by Jamf have resulted in significant and measurable improvements to the customer support experience.

• Dramatic reduction in first response time from 7 hours to under 10 minutes
• Technical Support Agents with CSAT scores between 90-95%
• Excellent customer feedback highlighting faster response and resolution

This all underscores the success of the new platform and the effectiveness of the new support model in delivering a faster, more efficient, and highly satisfactory customer experience.

But wait; there's more!

Dig into the nitty-gritty by listening to the podcast below.