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SLA and Business hours

Customer expectations have never been higher. Sprinklr’s effortless SLA management module is the answer.

Exceed your customer expectations by ensuring that you respond to and resolve every customer issue within the promised time with custom SLA policies and business hours.

Get started in under 10 minutes and deliver fast support with advanced SLA management.

SLA and Business hours
SLA and Business hours
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Robust SLA management for happy customers and agents

Improve your CSAT by setting the right expectations

Provide predictable service to your customers by predefining SLA policies and business hours and let your customers know about your support availability.

Be productive by benchmarking your agent performance

Set response and resolution benchmarks for different ticket priorities and enable your agents to manage their tasks and time independently.

Localize your support for agents and customers alike

Provide centralized and labor law-compliant customer support by setting your business hours according to local time zones and national holidays.

Utilize SLA management and improve your operational efficiency

Give your agents visibility into their own performance and help them meet customer expectations and industry benchmarks with efficiency.

Define, customize, and optimize your customer support SLA policies with ease

Define, customize, and optimize your customer support SLA policies with ease

Ensure timely resolutions by defining the SLAs for first response, next response, total resolution, and unassigned time for tickets with different priorities.

Configure your business hours and simplify life for your agents and customers

Configure your business hours and simplify life for your agents and customers

Support your globally-distributed teams by easily setting time zone-specific business hours and calculate SLA performance in your agents’ local time.

Get insights into your SLA compliance and build a culture of continuous improvement

Get insights into your SLA compliance and build a culture of continuous improvement

Keep tabs on mission-critical SLA metrics and map your performance against industry benchmarks in order to stay competitive.

Define custom escalation policies to ensure SLA compliance and mitigate risks

Define custom escalation policies to ensure SLA compliance and mitigate risks

Define different escalation rules for different channels and ticket priorities so you meet customer expectations everytime, everywhere.

Connect Modern Care Lite with solutions you already use

Get a 360-degree view of your customers by integrating Sprinklr with popular sales, marketing, and automation tools.

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Sprinklr powers some of the world’s most customer-obsessed companies

Honda leveraged Sprinklr to deliver unified customer care in a new era of online car sales

“Our goal is to connect authentically with this new generation of car buyers. Having a single workflow across channels — from phone to social media to live chat, chatbot, and voice — enables a true omnichannel contact center.”

Yoshiaki Inoue
Chief of Honda ON
Honda

Read the full story here

Prada sells, serves, and retains customers with Sprinklr-led digital innovation

“We believe the future of our luxury brands will be defined by the experiences we create for our customers. Sprinklr unifies our multiple brands across in-person and digital channels to serve customers when and where they prefer.”

Lorenzo Bertelli
Marketing Director
Prada Group

Read the full story here

AkzoNobel UK reduces response times by 80% using Sprinklr’s intuitive care platform

“The quality of our replies has improved. Our agents have more time to find answers and share knowledge via Sprinklr. With shared information, conveniently stored in one platform, the agents can respond more quickly.”

Lisa Boyles
Social Media Manager
AkzoNobel UK

Read the full story here

Deliver on service-delivery goals with unmatched SLA features

SLA policy

Create multiple SLA policies using various filters to ensure on-time customer support while no ticket remains unassigned beyond a stipulated time.

Business hours

Set the right expectations about your service delivery to teams and customers by assigning different business hours for global teams according to their time zones.

Business holidays

Define your teams’ holiday list to easily route tickets, manage teams, and maintain seamless service desk operations based on the team’s availability.

SLA-based alerts

Raise timely and automated alerts for tickets approaching SLA, exceeding average handle time, and cases turning severe, and mitigate the risk of escalation and churn.

SLA performance widgets

Get visibility into tickets that are nearing SLA breach or have been escalated after SLA violations with the early warning system widgets on the home dashboard.

SLA monitoring reports

Scan SLA-specific metrics such as — response time, handling time, and resolution time — to track team performance and ensure compliance and high CSAT.

Try Sprinklr Modern Care Lite — customer support software your agents will love

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