How to Manage Reply Time SLAs for Live Chat - Frequently asked questions
Discover answers to common questions about setting and managing reply time SLAs for live chat. Learn how to optimize response times and improve customer satisfaction.
Frequently asked questions
What are the new reply time SLAs for live chat in Zendesk?
Zendesk has introduced reply time SLAs for live chat to enhance customer service efficiency. Now, agent replies in live chat conversations and tickets can be tracked for First and Next reply time SLAs. This update allows admins to set up these…
Why did Zendesk introduce reply time SLAs for live chat?
Zendesk introduced reply time SLAs for live chat to ensure timely responses, which are crucial for a positive customer experience. By providing a structured way to monitor and meet customer service targets, businesses can enhance their service…
How can I set up reply time SLAs for live chat in Zendesk?
To set up reply time SLAs for live chat in Zendesk, your account must be using Agent Workspace. An admin needs to enable Reply Time SLAs for Chat from the Chat dashboard. It's also important to review your current SLAs that apply to all channels…
What benefits do reply time SLAs offer to Zendesk managers?
Reply time SLAs offer managers the ability to monitor SLA adherence and breaches, providing insights into the health of their operations. With access to detailed reporting, managers can observe trends and make informed decisions to enhance…
What changes do agents experience with the new reply time SLAs in Zendesk?
With the new reply time SLAs, agents in Zendesk can now see a countdown SLA timer on their assigned live chat tickets. This feature helps them prioritize which ticket to respond to next based on the SLA deadlines. All agent comments in live…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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