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In this knowledge base post, we're taking a look at managing your Service Level Agreements (SLA) through Hubspot CRM. This will allow users to prioritise incoming requests based on importance and ensure that teams are meeting customers’ expectations.
Covered in this article
Provide Transparency on Both Ends
What are SLAs?
What is Service Hub?
Can I Integrate Service Hub Into Other Hubspot Tools?
Predictability and Transparency Leads to Resolution
Unresolved Issues are First In Line
Improve SLA Metrics with Automation and Reporting
Provide Transparency On Both Ends
Your team and your customers can get frustrated without clear SLAs. Tickets get lost in the shuffle as agents don’t know what to prioritise. Agents don’t have clear goals or benchmarks on how to improve.
With SLAs in Service Hub, you can set working hours, build in automation, and report on attainment. Meet and exceed your customers’ expectations. Give clarity on priorities to your team and provide transparency for your customers.
What Are SLAs?
Service Level Agreements, or SLAs, are timelines for response and resolution that your service team commits to. They are a core part of a help desk and allow your team to prioritise incoming tickets based on their importance.
What Is Service Hub?
From HubSpot, Service Hub is the leader in customer service. While most customer service software solutions solve for a specific use case, Service Hub is unique in its connection to the HubSpot CRM platform. With features that make it easy to deliver authentic, personalised service, Service Hub empowers you to prioritise the customer experience.
Can I Integrate Service Hub Into Other Hubspot Tools?
You'll find more than 1,000 custom integrations in HubSpot's App Marketplace. From Jira to Slack to Facebook Messenger, it's easy to connect HubSpot to your service team's favourite tools in just a few clicks. In a nutshell, HubSpot wants you to spend less time toggling between different tools and more time working hands-on with your customers.
Predictability & Transparency Leads To Resolution
Never again leave your customers wondering when they will hear from your team. Establish SLAs for time to first response and time to close. Give your customers the predictability and transparency they need to feel prioritised and see their issues resolved.
Unresolved Issues Are First In Line
Unresolved tickets often pile up, burying your team under endless requests. Prevent burnout with SLAs that make issue prioritisation a breeze. Use the visual real-time indicator to show how much time is left to meet those SLAs and which tickets are about to breach their SLA.
Improve SLA Metrics With Automation & Reporting
Leverage the power of automation in HubSpot to build custom workflows based on SLAs. Alert your reps before a breach so they can act quickly to resolve the issue. Raise issues that prevent attainment with reports for each channel, inbox, and rep.
Service Hub is one piece of HubSpot’s complete CRM platform to help your business grow better. Each product is powerful alone, but they’re even better when used together.
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