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What SLA for a B2B tech start-up?
Posted May 28, 2024
Hi,
I'm working on implementing an SLA for our several support channels. We are a small tech start-up that mostly works with B2B partners. I'm the only person in charge of the customer service, but we don't receive that many emails and calls (around 50 emails and 70 calls per month). What do you suggest would be a good SLA for the email channel?
Thank you in advance,
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3 comments
Ilya Gook
I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds.
Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)
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Armelle
Hi @Ilya Gook,
Thank you for your response and for sharing the link to the article. It will be very helpful!
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Grace Maxon
Thank you for your question, and thank you, community, for your responses so far!
We have a lot of really great resources surrounding SLAs:
SLA resources
About SLA policies and how they work
Defining SLA policies
We'll also have a video coming out at the end of the month covering SLAs in a bit more detail. Be sure to follow along on this page for updates! 👏
A couple of pieces of advice:
Please be sure to follow up if you have any questions!
Grace
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