Slimbot
Customer service
SLA
Monitor your response promises before you break them.
What is SLA?
SLA helps you monitor the promises about response and resolution times you make to customers. Slimbot tracks how much time remains per ticket and warns you before a deadline expires. This way you keep your service promises and prevent dissatisfied customers by responding too late.
How does it work?
- Set your agreements, for example 'respond within 4 hours' or 'resolve within 1 day'.
- Slimbot automatically attaches a counter to each incoming ticket.
- If a deadline threatens to expire, you receive a warning in time.
- In the overview, you immediately see which tickets need attention.
Use cases
Benefits
- You consistently meet your service promises.
- Warnings before a deadline, not after.
- Clear overview of what is most urgent.
- Stronger proposition for business customers who want to be helped on time.
Frequently asked questions
What is an SLA actually, in plain language?
An SLA is simply the promise about how quickly you respond or resolve a problem. This feature monitors that you actually keep that promise.
Can I make different agreements for different customers?
Yes. For example, you can set faster response times for business customers or contract customers than for other enquiries.
What happens if a deadline still threatens to expire?
You receive a timely notification so you can take action. This prevents a ticket from going unnoticed beyond the agreed time.
Also within Customer Service
Deploy SLA for your business?
Slimbot sets everything up for you. Start for free or request a tailored demo.