Meeting Service Level Agreements (SLAs) is key to keeping customers satisfied and earning their trust. HiLite auto-tags tickets as soon as they’re created and applies specific SLAs based on the ticket type. This allows teams to prioritize urgent issues, respond quickly, and meet deadlines without missing important customer contacts.
Some of the topics HiLite automatically tags include:
- Urgent Order Issues
- Billing Disputes
- Account Lockouts
- Shipping Delays
This tagging system also immediately flags time-sensitive issues so they don’t get overlooked. Once a ticket is tagged, HiLite can apply the right SLA to match its urgency. For example:
- Urgent order issues might need a response within 2 hours to prevent customer frustration.
- Billing disputes could have a 24-hour SLA to resolve financial concerns quickly.
- Account lockouts may require immediate attention to restore access for the customer.
HiLite’s SLA application makes sure priority issues are handled promptly. High volumes of tickets can make it easy to miss urgent inquiries. HiLite helps prevent this by prioritizing time-sensitive contacts. For instance:
- Shipping delays during busy seasons can be tagged with an urgent SLA to avoid delivery issues.
- Product recalls or service outages can be prioritized to ensure a fast response during critical times.
Additional benefits of SLA-based prioritization:
- Improved Focus: Urgent tickets are flagged, so agents know which issues to address first.
- Fewer Escalations: With proper SLAs applied, tickets are less likely to be delayed, reducing escalations.
- Enhanced Trust: Customers appreciate fast responses to urgent issues, strengthening their trust in your service.
HiLite ensures that urgent, time-sensitive inquiries are addressed right away and don’t get lost in busy inboxes. By automating these processes, HiLite helps teams stay on top of SLAs, reduce backlogs, and deliver excellent service, ultimately boosting customer satisfaction and efficiency.