How do you know that the interactions with your customers are well received? Can you see if the agreed-upon terms are coming to life? Are the SLAs of your Customer Service team defined? If you don’t have a clear answer to any of the questions above, it is likely that there is friction between you and your customers that no one is aware of.
If you do not have a definition of the service levels that your team must provide, then it is impossible to measure how they perform, learn what needs to be improved, and find flaws that need to be corrected.
Without having this clarity, priority is not given to the most important tickets, the indicated automation is not established, and tickets can be lost, worsening the experience for your customers.
The new tool of the HubSpot Service Hub allows you to create and define your own SLAs and establish them within automated flows to ensure that your customers' experience is optimal.
Before explaining this new HubSpot feature, it's important to clarify what an SLA is and how it should be measured. As its name indicates, an SLA is a Service Level Agreement between two or more parties, such as between the client and company and between business areas.
There are basically three classifications of an SLA:
For an SLA to work, it is vital for all parties to be clear about what the agreements are as well as the promises and consequences of not complying with them.
SLAs can be a part of several branches of your company, but they are most important to customer service. Knowing that, the HubSpot Service Hub has a tool designed specifically for Service Level Agreements, ensuring that your customers are always satisfied.
This is a tool (included in the Professional version and higher) that helps establish SLAs with your customer service team to prioritize tickets that require more attention and improve the experience customers have with your brand.
Once this is clear, it is time to set up/configure the platform so it helps you manage your customer service SLAs, automatically prioritizing tickets that are close to going out of the SLA, allowing your team to have full visibility of what is needed to close urgent cases.
HubSpot will prioritize unresolved tickets and you can create workflows to alert your reps that a case is about to breach an established SLA.
To configure it, you will need to have super administrator permission. There are two ways to approach the setup. It can be based on the first response time or the time to close a ticket. These can be active all the time or only during hours of operation.
From the account, you must go to the Configuration section and select the Inbox option (if you have different inboxes, you will need to select the inbox in which you want the SLA to apply). Click on the SLA tab and go to Manage when SLAs apply.
En el cuadro de diálogo que aparecerá de inmediato selecciona dentro del menú desplegable Aplicar en función de y elige si deseas que sea por Horas Laborales (podrás definir tus horarios de atención sin contar días festivos) o Horas calendario (estas tomarán las 24 horas del día, 7 días de la semana).
A dialogue box will appear immediately. When it does, select from the Apply Based On drop-down menu and choose if you want the SLA to work with Business Hours (you can define your business hours without counting holidays) or Calendar Hours (these are the 24 hours a day, 7 days a week).
Don’t forget to save the changes!
If you want to have the SLA be based on the first response time, all you need to do is activate the switch with the same name. Again, this can be applied to all tickets or based on their priority. If you go for the second option, you can set different response times depending on the assigned priority, for example 1 hour for medium priority and 4 for low priority.
By default, the platform applies the SLA to all tickets in the inbox, but you can also modify this to be based on priority. To do so, you have to set the time in the "Due Soon" and "Delayed" sections.
To have an SLA based on the time it takes for a ticket to be resolved, click on the Time to Close switch. The remainder of the process is identical to the previous one, but here you must define the delay and expiration times together as well as what becomes prioritized.
Once you activate the SLA, these rules will be applied to all new tickets. Note that the tickets created before the SLA was made don't follow it. Similarly, if you make changes to the SLA, these changes will only be seen on new tickets made after the changes.
Now, all your users will see a label in their inbox showing the status of the SLA next to the ticket number:
Another advantage of using the SLA feature in your Hub is that 4 new properties will be added to the tickets in your account. These include:
With these features, you can configure/add to your reports, lists, and automated workflows, making the impact of SLAs even more diverse. For example, you can create an automated flow for tickets that are about to expire or ones that have entered the backlog phase.
In addition, you will be presented with information in a simple way. It is easier to know the number of cases, how many of them are on time, and how many are in danger of being delayed. With this, you can continue fine-tuning the operation of your team. Just go to your Report Library and look for the SLA Report.
The SLA feature is just one of the tools that HubSpot has to help your team grow and improve your customers' overall experience. I understand that it can be overwhelming to see so many options, features, and Hubs, preventing a solution from being implemented as soon as possible.
As a HubSpot Partner Agency, we have worked with hundreds of clients around the world to help them find the option that best suits their needs. I would love to hear from you and your company. Schedule a call with me and let's talk about your needs, challenges and requirements, and I will gladly help you find the ideal path to achieve your goals.
Ranya is a serial entrepreneur with over 8 years of experience working on the HubSpot CRM. She loves pushing her sleeves up , and getting s*** done. When she is not running her HubSpot partner agency, you can find her upside down on her yoga mat.
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