Optimize customer service efficiency with SLA management
Tailor your customer support service level agreement (SLA) and monitor agent performance effortlessly.
Trusted by 35,000+ businesses in Southeast Asia
How SLA management works
Challenges faced by CS managers
without a SLA management feature
Lack of performance visibility
Managers lack clear visibility regarding agent compliance to meet service commitments, making it difficult to identify performance gaps or areas that need improvement, ultimately compromising service quality.
Unstandardized SLA compliance
Not having a consistent way to ensure agents comply with company-defined SLAs can result in varying response and resolution times, thus negatively impacting customer satisfaction and trust.
Unmet customer expectations
Managers cannot ensure whether every customer receive the same quality of service, leading to unmet expectations and potential customer dissatisfaction.
Ensure the standardization of customer service quality
- Company needs to adjust and fit to the SLA template given by other tools.
- Inconsistent customer service quality.
- Set and customize SLA rules according to your company needs.
- Guarantee agent compliance to SLA standards across all customer service interaction.
- Manual method of reviewing agent performance is time-consuming.
- Incomplete evaluation coverage may lead to unrecorded SLA breaches.
- Monitor the SLA performance quickly and easily for each customer interaction.
- Ensure agents adhere to the SLA standard consistently when interacting with customers.
- No overview visibility on agents' SLA compliance.
- Bias decision making and improvement plan due to lack of insights.
- Monitor the SLA performance quickly and easily for each customer interaction.
- Ensure agents adhere to the SLA standard consistently when interacting with customers.
- Delays in responding to customer tickets decreases their satisfaction levels.
- Identifying which customer chat that require immediate attention is more challenging.
- Get automatic notifications when approaching the SLA violation threshold can accelerate issue resolution.
- Optimize and streamline workflows to prioritize customer issues effortlessly.
- Agents and supervisors face challenges in keeping track of ticket deadlines, increasing the risk of violations.
- Tickets with special conditions can be harder to manage without a flexible system.
- Set ticket deadlines easily and see it as a list or board for optimal problem resolution.
- Monitor deadlines in real-time to ensure each ticket is resolved according to the target completion time.
A holistic ecosystem for
customer support
Managing customer issues resolution time is too overwhelming?
The SLA management feature allows you to standardize resolution time for agents so that customer issues can be resolved efficiently.
Previously, we had difficulty managing the resolution time for each customer problem at Sir Salon. Without a clear system, we often lose track and are unable to prioritize our responses efficiently. After adopting the SLA management feature, we can quickly set appropriate resolution times and track the status of each ticket more efficiently. We can be more responsive to our customers' needs and increase their overall satisfaction.
Having trouble tracking agent response times?
The SLA management feature lets you track the agents time to respond to customer inquiries and maintain the quality of your customer service.
With the SLA management feature in Mekari Qontak, we can easily track agent response times and identify when responses are late or inappropriate wording is used. This helps us to maintain our service levels in line with established standards, thereby reducing the risk of violating SLAs. Additionally, there are now no more abandoned chats, ensuring that any customer questions or complaints are handled quickly and efficiently.
Frequently Asked Questions (FAQ)
What is a SLA management?
SLA Management is a feature in Mekari Qontak software that helps customer service managers monitor SLA policies within the company and ensure that these standards are implemented in all customer service interactions. This aims to support the creation of consistent customer service, ultimately leading to increased customer satisfaction.
What are the benefits of Mekari Qontak's SLA management?
SLA management from Mekari Qontak offers crucial benefits as below to help managers in monitoring their agents:
- Guaranteed SLA compliance
- Enhanced managerial efficiency
- Improved customer satisfaction
What are the metrics that can be set using the SLA management feature?
With SLA management, managers can set the metrics for first response time, response time, and resolution time.
Effectively monitor agent's SLA compliance with SLA management from Mekari Qontak
Together we redefine excellence in customer support.
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