Service Level Agreements (SLAs) are used to set customer expectations and keep service providers accountable for delivering on their promises. With Hiver, you can easily set up help desk SLAs and ensure timely, efficient customer service.
Customer service is all about transparency and efficiency. Hiver’s easy-to-use interface lets you easily create, edit and delete SLAs all with just a few clicks. All you need to do is simply choose the type of emails you want to set up SLAs for, and configure the violation conditions.
When you manage customer service for multiple products and a large number of customers, it is important to set up custom SLAs for each cohort. With Hiver, you can easily configure multiple SLA rules to prioritize emails and deliver better customer service.
When you manage customer service, SLA violations are sometimes inevitable. With Hiver, you can ensure these violations are handled smoothly. When a violation happens, Hiver automatically sends a notification to your team and adds an ‘SLA violation’ tag to the email.
With Hiver, you can define operating hours for each of your shared inboxes. This allows you to manage and track SLAs based on your company’s business hours. You can also set up custom business hours if you have a global customer base or teams spread across multiple time zones.
Measure customer satisfaction and collect feedback from your customers by sending a short survey at the end of emails.
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Track all your key customer service metrics in real time with rich, visual reports and help your team always stay on top of their game.
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With Hiver, I have much better visibility into where an issue is on the resolution path. And we've stopped missing emails. It is essentially like having an additional person on my team.
Nathan Strang
Ocean Freight Operations Manager, Flexport
