S L AsHow to Meet Your Customer Expectations
W E B I N A R
Who is Kayako?
Simple customer service software that scales with your business
“Kayako’s reports have revealed a dramatic increase in team productivity and decrease in response time.”
George Minich
Available to help via email, live chat, and support.kayako.com Help Center
Team of 140+ working to help customers ensure positive customer experiences
Who are we?
Alicia CarneyMarketing Manager
Kushal SharmaTechnical Advocate-SME
Sandeep KaurCustomer Advocate-SME
SLAs - Introduction
A contractual agreement to provide service within an agreed time frame.
What is SLA?
SLAs - Introduction
Why do we use SLAs?
How do you determine SLAs?
SLAs - Value to customers
Sets right expectations
Less friction
Measuring success
Never miss a deadline Prioritize your customers (Premium / normal customers)
How can you decide on SLAs for yoursupport team?
Look at industry standards
Talk to your customers
Look at your team’s capacity
Consider the di�erent types of SLAs Service-based Customer-based
How can you know your SLAs are right?
Decidean SLA
Measure itover time
Analysethe data Refine it
SLAs in Kayako
Customisable schedules
Vast set of criteria
Custom holidays
User based
Organisation based
What do escalations have to do with SLAs?
Go hand-in-hand with SLAs
Type - Reply due time / Resolution due time
Automated tasks
Escalations notifications
Hierarchical escalations (Define escalation procedure)
Cron Task
How do SLAs help support teams?
Correlate between SLA compliance and customer satisfaction
Analyze the financial impact of downtimes.
Identify ticket type that often miss SLAs and discover why/how to solve it. Better scope out workload if SLAs are often missed
Time
Question Answer
Thank you!
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