Succeeding with SLAs: Why, When & How - Frequently asked questions
Frequently asked questions
What is a Service Level Agreement (SLA) in customer support?
A Service Level Agreement (SLA) is a formal part of a service contract that specifies the expected level of service between a provider and a user. In customer support, SLAs help ensure a standardized service experience by setting measurable targets…
Why should businesses care about implementing SLAs?
Implementing SLAs can significantly enhance your customer service by setting clear expectations and measurable goals. Studies show that response times under SLAs are much faster, improving customer satisfaction. SLAs also help change customer…
How do Zendesk SLA policies work?
Zendesk SLA policies are structured to help you meet your service goals by defining conditions, target times, and metrics for tickets. These policies can be customized to measure performance in business or calendar hours, depending on priority. By…
What are the different types of SLA structures?
There are two main types of SLA structures: Customer-Based and Service-Based. Customer-Based SLAs are agreements with individual customers or groups, while Service-Based SLAs apply to all users of a particular service. These structures can be used…
How can SLAs be integrated into a larger workflow?
SLAs are just one piece of the workflow puzzle, working alongside triggers, macros, and automations. Start by focusing on a single priority value and build your workflow around it. Over time, multiple workflows will develop, some intertwining and…
What should you do after establishing SLA policies?
Once SLA policies are in place, it's crucial to analyze data and ensure goals are met. Use Zendesk's Explore reports to monitor performance and proactively address any issues. Sharing these reports with your team and customers can demonstrate your…
How can you handle SLA breaches effectively?
To manage SLA breaches, set up workflows to alert agents or supervisors when a breach occurs. Consider creating custom views and automations to track breaches and identify patterns. Regularly auditing your workflows can also help ensure they remain…
What metrics are important for monitoring SLAs?
Key metrics for monitoring SLAs include First Resolution Time, One-Touch Tickets, and First Reply Time. These metrics help assess the efficiency and effectiveness of your customer support. It's important to align these metrics with your…
How can agent training support SLA goals?
Agent training is crucial for aligning team efforts with SLA goals. Ensure agents understand priority metrics and have access to relevant reports. Training should focus on balancing different metrics to avoid compromising service quality. This…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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