Essentially, an SLA is a specific target that you want your customer support team to reach underneath each KPI. Since they're dependent on several variables, they vary from client to client.
At SupportNinja, we’ll work with you to understand and use your company’s internal service level agreements to better inform your custom action plan. Additionally, we’ll monitor them in order to maintain and improve them over time.
Currently, our CSAT scores average over 95%, we have email response times under 30 minutes, our phone pick-up rates are 99% and our chat response time is under 30 seconds.