How to select the right SLA for your customers?
right SLA
Service level agreements (SLAs) are an important aspect of any business, as they provide customers with a clear understanding of the level of service they can expect to receive. They also help businesses to set clear expectations and goals for their service delivery and to measure their performance against these standards. However, choosing the right SLA for your customers can be a challenging task. In this blog post, we will explore some key considerations to help you select the right SLA for your customers.
- Understand your customers’ needs: The first step in selecting the right SLA for your customers is to understand their needs. This means taking the time to get to know your customers and their unique requirements. You should consider factors such as their industry, the size of their business, and the specific services or products they need. By understanding your customers’ needs, you can tailor your SLA to meet their specific requirements and ensure that they are satisfied with the level of service they receive.
- Consider the availability of your service : Another important consideration when selecting an SLA is the availability of your service. This refers to the amount of time that your service is available to customers. For example, if your service is only available during business hours, you should consider an SLA that guarantees a certain level of service during these hours. On the other hand, if your service is available 24/7, you should consider an SLA that guarantees a certain level of service at all times.
- Evaluate your service delivery capabilities : Before selecting an SLA, it is important to evaluate your service delivery capabilities. This means assessing the resources and infrastructure you have in place to deliver your service. For example, if you have a large team of support staff and a robust infrastructure, you may be able to offer a higher level of service than if you have a small team and limited resources. By evaluating your service delivery capabilities, you can ensure that you are offering an SLA that is realistic and achievable.
- Take into account the cost of the SLA : When selecting an SLA, it is important to take into account the cost of the service. This means considering the resources and infrastructure required to deliver the service, as well as any additional costs such as support staff or equipment. By understanding the cost of the SLA, you can ensure that you are offering a service that is both affordable and of high quality.
- Communicate the SLA clearly : Once you have selected an SLA, it is important to communicate it clearly to your customers. This means providing them with a detailed description of the service they can expect to receive, as well as any guarantees or penalties that are in place. By communicating the SLA clearly, you can ensure that your customers understand what they can expect from your service and that there are no surprises.
In conclusion, the right SLA can help you in building a strong, long-term relationship with your customers and achieve your business goals. Selecting the right SLA for your customers is a critical task that requires careful consideration. It’s also important to communicate the terms of the SLA to your customers and to have a process in place for monitoring and enforcing it. This will help ensure that your customers receive the level of service they expect and help build trust and satisfaction.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.