![Page 1: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/1.jpg)
S L AsHow to Meet Your Customer Expectations
W E B I N A R
![Page 2: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/2.jpg)
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
![Page 3: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/3.jpg)
Who are we?
Alicia CarneyMarketing Manager
Kushal SharmaTechnical Advocate-SME
Sandeep KaurCustomer Advocate-SME
![Page 4: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/4.jpg)
SLAs - Introduction
A contractual agreement to provide service within an agreed time frame.
What is SLA?
![Page 5: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/5.jpg)
SLAs - Introduction
Why do we use SLAs?
How do you determine SLAs?
![Page 6: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/6.jpg)
SLAs - Value to customers
Sets right expectations
Less friction
Measuring success
Never miss a deadline Prioritize your customers (Premium / normal customers)
![Page 7: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/7.jpg)
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
![Page 8: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/8.jpg)
How can you know your SLAs are right?
Decidean SLA
Measure itover time
Analysethe data Refine it
![Page 9: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/9.jpg)
SLAs in Kayako
Customisable schedules
Vast set of criteria
Custom holidays
User based
Organisation based
![Page 10: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/10.jpg)
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
![Page 11: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/11.jpg)
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
![Page 12: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/12.jpg)
Time
Question Answer
![Page 13: SLAs - How to Meet Your Customer Expectations](https://reader035.vdocuments.mx/reader035/viewer/2022062503/587a603b1a28ab520b8b7661/html5/thumbnails/13.jpg)
Thank you!