Handling customer support is the most risky and important area in an organization.The best support provided will automatically impress your customer. Relying on automations and machines are promoted more in today’s world. If something happens for them automatically without being monitored by them, then it catches people’s attention.
Thinking from a manager’s point of view, when something automatically monitors the agent’s performance it will be preferred by him as well. It would be even more interesting if someone can be notified when there is a degrade in an agent’s performance. From an agent’s perspective working with a criteria and time limit set will motivate themselves.
In Vembu Helpdesk the above said are possible by a feature Service Level Agreements.
It is nothing but an agreement between the customer and service providers that measures the performance and quality of your support team by ticket priority. An agreement can be set up in such a way that the tickets with certain priority need to handled in a certain time. If these cases are violated, an action that need to happen can also to be set.
Let’s take an example where a ticket with an urgent priority arrived and the support agent somehow doesn’t notice that. The consequences for these kind of situation may be severe up to the extent of missing a customer. So if we set up an agreement that when the ticket is from a certain domain or when it is assigned to a certain group with urgent priority it need to be assigned replied and resolved within some mentioned time depending upon the organization’s need. If any one of the conditions are violated, the group can be notified about it. The number of SLA violated tickets will also be listed in the ticket view page which will grab the attention.
The SLA can be set by the admin or the manager of the organization.The option to set up an SLA is available under the settings tab. On the left panel under Service Level Agreements, one can set up an agreement.
Therefore by adding as SLA, we can analyse the performance of support team by measuring the average response and resolution time taken by team for ticket handling. This ensures that the customer is satisfied and the queries raised by him are handled within the specified time period and makes the service measurable and predictable.
To know more about Vembu HelpDesk, please click here.
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