Service targets
A reply, not an autoresponder.
"We have received your message" is not a first response, and treating it as one is how companies report excellent response times while customers experience silence.
Acknowledgement does not stop the clock
The target is met by a human or an assistant answer that actually engages with the question. An automatic receipt is a courtesy, not a response.
Counted in working hours
A message arriving at six on Friday is not four days late on Tuesday. Targets follow the working calendar you set, including holidays.
Set by entitlement
The target comes from the customer's plan and the case priority, so an enterprise critical case and a starter question are not held to the same clock.
SLAs
The rest of this area.
Response and resolution targets that a small team can actually maintain.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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