slas - how to meet your customer expectations

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!