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Elevate service quality & improve team performance with Helpdesk SLAs
An SLA or service-level agreement implies an understanding between a service provider and a customer. The quality of the service and the time within which the service will be offered is detailed in the SLA. Usually, service-level agreements also contain the corrective steps that will be taken in case the service provider fails to fulfill the terms that he agreed to in the SLA.
In cloud computing and SaaS applications, service level agreements are defined and shared remotely through a browser or a back-end web/mobile service. Customer360 provides business owners with the opportunity to set up extensive service level agreements so they can deliver splendid experiences to all their customers.
Customer360 offers multi-channel coverage making it easy for customers to raise tickets from different sources such as email, helpdesk widget, live chat, social media sites and more. A separate Helpdesk SLA policy can be defined for each channel. Easily assist customers who are active on different channels by creating multiple SLA policies. Businesses can efficiently streamline the workflow for tickets that pour in from various channels by creating individual SLA policies for particular customer groups.
Offer exceptional support to customers by creating SLA policies based on certain pre-defined conditions. If you want a ticket received from a particular customer or channel to be addressed immediately in every instance, you can create a new SLA policy by choosing the required option from the condition builder. The SLA becomes applicable when the ticket satisfies one of the pre-defined conditions or all of them. Several options are provided in the condition builder so as to meet the needs of every customer group. Helpdesk SLAs can be defined based on conditions pertaining to the customer, agent group, ticket type, source, etc.
Businesses can systematize different SLA policies based on their importance. A different priority can be assigned to each Helpdesk SLA. This feature comes in handy when multiple SLA policies are applicable to a single ticket. The priority order decides which policy will be applied to the ticket first. It is also possible to define specific time limits within which a ticket must receive a response and be resolved. This rule can be set based on the ticket’s priority. High priority tickets can be given immediate attention by stating the required time constraints for response and resolution in the SLA policy.
Customer360 offers the option to create and monitor SLA policies according to time patterns that best suit your business needs. SLA policies can be set based on Business Hours or Calendar Hours. Business Hours denote the total number of working hours invested by an organization on a daily basis. Calendar Hours represent an entire day, that is, 24 hours. Setting up a Helpdesk SLA policy based on Business Hours can especially be advantageous for those businesses that serve customers residing in different time zones. Whereas, companies that provide round-the-clock service can make use of Calendar Hours while defining their SLA policy.
In order to verify whether the Helpdesk SLA policies are being fulfilled or not, businesses have the choice to set up automated alerts. Email notifications can be sent to the concerned agents at a specific time when a particular SLA gets violated. Accomplishment of SLA policies can be monitored at two levels – response time and resolution time. When there is a lapse in response time, agents who need to be notified about the delay will receive an email alert. Similarly, when an issue is not resolved within the specified time frame, the respective agents receive alerts timed at different intervals. Escalation metrics help in identifying the Helpdesk SLA policies that were successfully executed from those that were violated.
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