Measure, Monitor & Report your SLA (Service Level Agreements).
Improve customer service and help desk performance with HappyFox SLA management.
If you need to wow your customers, you need to have strict and challenging service level targets and also constantly deliver on them. It is for that purpose that HappyFox has a unique and robust service level agreement management function. The help desk SLA is comprised of 4 parts.
Customer service is a highly quantifiable activity. When providing customer support, you need to deliver perfect service targets and make sure your customers are never sitting and twiddling their thumbs while you take your own sweet time to respond. HappyFox help desk SLA monitoring helps you quantify your support by splitting SLA into 5 areas.
HappyFox SLA monitoring was built keeping your company work hours in mind. Therefore, you can create customized work schedules for your category and account. SLAs will not apply when it is outside the work hours, thus making sure your customer knows exactly when to expect a response.
The learning curve for our support team was as easy as it could have been.