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Re: SLA as Chat transitions to Case
Same SLA applies. E.g. if you transition from chat to ticket, you could even have the create date of the ticket updated (depending on your ticketing system) so that it matches when the chat started w…1 -
Re: How do you categorize behavioral skills to allocate tickets to qualified staff?
All valuable goals - you can add soft skills such as language, listening skills and empathy as well. However, practically, I expect most support organisations to be running a tight workload vs headco…2 -
Re: Support Offers trend for more aggressive SLOs and SLAs
100% - the trend is for all vendors, and not just SaaS ones, to provide defined SLAs with penalties when your solutions are considered mission critical to the customer's business. Most companies pref…2 -
Re: What are your Customer Health Score categories?
We went for categories that matches the entry point of the interaction with customers, e.g. Support, Marketing, Sales...; and a scoring system 1 to 10 (10 being the best) for each category based on t…1 -
Re: Does anyone receive or write product requirements that come from the support org?
Don't forget to look for product enhancement that allow customers to resolve their own issues such as smart help within the product, integration with your KB, etc.. You can improve case deflection si…1