Overview

Sortd is excited to announce the introduction of Response and Resolution Time Service Level Agreements (SLAs) as a new feature available on the Business Plan. This enhancement empowers teams to deliver exceptional customer service by setting and monitoring specific targets for response times and issue resolution. By clearly defining these objectives, teams can ensure timely and effective assistance, improving customer satisfaction and loyalty.


Key Features


- Response Time SLAs: Set specific targets for how quickly your service team should respond to customer inquiries.

- Resolution Time SLAs: Define clear time frames for resolving customer issues.

- Notifications: Automated alerts inform your team when response or resolution times are approaching their limits or are overdue.

- Escalations: Configure escalations to ensure that critical issues receive prompt attention and are resolved swiftly.


Setting Up SLAs in Sortd


1. Navigate to Automations: Access the SLA settings from the Sortd within automations (from within the squirrel menu at the top of your screen) to start setting up your SLAs for both response and resolution times.


2. Define SLA Criteria: Specify the required response and resolution times per your organizational needs. You can set different times for different types of requests or customer segments.



Managing SLA Notifications


- Configure Alerts Automations in Sortd can alert various team members about upcoming or overdue SLAs. You can set alerts for:

  •   SLA Overdue (slow response to a customer)
  •   SLA Upcoming (nearly overdue responses)
  •   SLA Resolution Overdue (slow overall resolution time)
  •   SLA Resolution Due Soon (nearly overdue resolution)


- Direct Alerts: Choose to send alerts / notifications to the individual team member, their manager, or multiple team members to ensure accountability and prompt action.


Benefits of Implementing SLAs


Implementing SLAs via Sortd enhances transparency and accountability within your customer service team. By monitoring and adhering to set SLAs, your team can:

- Improve the speed and quality of customer service.

- Increase customer satisfaction and build lasting loyalty.

- Identify areas needing improvement for faster issue resolution.


By leveraging Sortd's automations for SLAs, your team will not only meet but exceed customer expectations, ensuring a seamless and efficient service experience.