Zendesk SLA Best Practices & Implementation
Zendesk SLA Best Practices & Implementation
Use Customer Feedback to Optimise Your SLAs
Next time you’re updating your SLAs, try this: go to your CSAT responses and we’re looking at the negative CSAT here. And on the follow-up question, you should be asking and separating out these negative responses into: is it a product problem that’s primarily upset them? Is it a process problem? Or is it one of how quickly the customer service team get back to them, how quickly these responses are?
Now let’s take that last segment where the responses aren’t quick enough. And we split that out into your different inquiry types across your taxonomy, the different queries you’re asked. And you also want to split that by priority.
Now, what your customers are telling you there is where you’re not matching their expectation of how long this should take. In some cases, you will actually be getting back too quickly for the priority, right? And you can see this from comparing those percentages. If you have a very small percentage of customers in a given segment complaining about the pace of it, then they can afford to wait a little bit longer. And if you have a lot of customers who are unhappy for that reason, then we need to make those quicker.
So go in and adjust your SLA based on this, make small adjustments. So what I would recommend doing is taking your lower priority queries and the ones where people are broadly happy with the pace of response and just pushing those out an hour or two. And you want to do this periodically, maybe every week or two until you’re finding those percentages that I’ve described in this report you’ve built are basically the same across the board. That’s the point where you’re matching your customers’ expectation for how quickly you respond across these different types of query.
And when you find that you’re doing that, you’ll get maybe a 2-3% bump on your CSAT and you’re better serving your customers. You’re matching up to what they expect, they’ll be happier with you and you’ll look good doing it.