As businesses expand and operations become more complex, effectively managing customer support for diverse groups with unique needs and Service Level Agreements (SLAs) becomes challenging. A standard service model often fails to meet diverse customer expectations, leading to customer dissatisfaction and churn. 

Recognizing the challenge of a one-size-fits-all approach, we are excited to announce that ClearFeed now enables users to define business hours and SLA policies tailored to each customer group within Slack. 

What this means for you:  

• Set different business hours for various customer groups according to their specific operational times. 
• Set distinct SLAs for different customer groups, ensuring each group receives support tailored to their specific requirements.
• Define and manage SLAs differently based on the priority of requests or tickets, enabling prioritized attention where needed most.

Let’s explore in detail how you can leverage SLAs in Slack to meet diverse customer expectations and elevate customer satisfaction with ClearFeed. 

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1. Business Schedule 

ClearFeed offers customizable business schedules that allow you to configure your timezone, business days, operational hours for each day, and holidays. Set the hours during which your team will provide support and ClearFeed will keep track of SLA metrics for these hours only.

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2. SLA Policy 

SLA policies help you set and maintain targets for the duration within which your teams respond and resolve issues within Slack. You can define targets for: 

• First Response Time - The time gap between when the requestor raised a request and when the responder sends their first response. 

• Resolution Time - This refers to the total time required to solve a request.

• One Touch Resolution - This metric allows you to add the total number of responder responses within which the responder can resolve or close the query.

Learn more about how these metrics are calculated here.

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3. Configure SLAs and Business Schedules for Collection

You can define various business schedules (e.g., weekend support) and multiple SLA policies to align with your specific requirements and configure them at a Collection level. A collection in ClearFeed represents a group of Slack channels where similar request management and ticketing settings are applied.

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4. AI-powered Automated SLA Alerts 

Receive real-time notifications in Slack with our AI-powered SLA alerts, which inform you immediately of any potential SLA breaches. This ensures your team can act quickly to address:

• First Response Delays: Notify specific Slack channels if there’s a delay in the initial response to the customer. 

• Response Time Delays: Similarly, alerts are sent if there’s a delay in the second and subsequent responses to the customer. 

• Pending Tasks: ClearFeed provides summary overviews of pending tasks that need resolution. These timely digests help prioritize tasks, streamline workflow, and enhance SLA compliance.

5. SLA Dashboard for Efficient Reporting and Analysis

The ClearFeed Insights dashboard offers a comprehensive view of your service metrics, including First Response Time, Closure Time, and First Contact Resolution Time. 

These metrics are adjusted according to your defined business hours, allowing for accurate breach percentage calculations across different customer categories.  With detailed analyses segmented by filters such as customer type, request priority, and other dimensions, you can identify trends, allocate resources more effectively, and continuously improve your support processes.

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Wrapping Up 

ClearFeed's customizable SLA features empower businesses to provide nuanced, effective support tailored to the unique needs of each customer group. By optimizing how support is managed across different segments, businesses can meet diverse customer expectations, and enhance overall satisfaction and support efficiency.

If you’d like to learn more about leveraging ClearFeed’s SLA Management feature to meet the specific needs of your customers better, you can reach out to us at support@clearfeed.ai or book a free demo with a support specialist here.