⌨️Service-level Agreement (SLA)

For chat support, an SLA (Service Level Agreement) defines the expected standards for how chat support agents should respond and resolve customer issues via chatplus. Particular aspects of the service – quality, availability, responsibilities, and speed. Here are the common SLA metrics for chat support:

🔹 First Response Time

First Response Time is a key customer service metric that measures how long it takes for a support agent to send the first reply after a customer initiates contact, in this case, via chatplus.

📌 Why FRT Matters:

• Sets the Tone for the Entire Chat: The first reply creates the first impression.

• Builds Trust & Confidence: Quick responses signal a reliable, attentive team. Faster responses = happier customers.

• Reduces Frustration & Abandonment: Long wait = customers leaving the chat, or worse, the platform. It can make customers feel ignored, even if the issue gets resolved later.

🔹Resolution Time

Resolution Time measures how long it takes to fully resolve a customer's issue from the moment they initiate contact, in this case, via chat support, to when the issue is completely solved.

📌 Why Resolution Time Matters:

• Customer Satisfaction: It reflects the efficiency and effectiveness of your support team. Even if your FRT (First Response Time) is quick, delays in resolving the issue can ruin the experience.

• Efficiency of Chat Support Team: A shorter resolution time usually means a smoother customer experience. Usually means the team is well-trained and systems are streamlined.

• Customer Retention: Quick, smooth issue resolution builds trust and loyalty. Customers are more likely your service when problems are solved fast and well.

🔹Balancing Speed & Quality

In chat support, achieving both speed and quality involves providing prompt, accurate, and helpful responses while also ensuring efficient resolution of customer inquiries. This balance is crucial for improving customer satisfaction and overall efficiency.

📌 Why Speed & Quality Matters:

• Effective Communication: Clear and concise communication is key to both speed and quality.

• Empathy and Adaptability: Understanding customer needs and adjusting communication style accordingly is crucial for building rapport and resolving issues effectively.

• Problem-Solving Skills: Chat agents must be able to quickly identify and solve problems, even if they are complex.

• Time Management: Effective time management allows agents to handle multiple chats efficiently without compromising the quality of their responses.

In our department, as a chat support, SLA TIME or responses in Chatplus will be sent within one minute, with a maximum wait time of three minutes.

If a chat remains unanswered for more than three minutes, it will be classified as abandoned. Failure to comply with the SLA TIME may result in further disciplinary actions, including possible consequences such as suspension or termination.