Ne manquez plus jamais un SLA.
Les réseaux sociaux n'ont pas d'heures d'ouverture, mais votre équipe en a. Suivez chaque conversation par rapport à vos engagements de niveau de service, alertez avant les violations et faites remonter automatiquement.
Vous faites des promesses que vous ne pouvez pas mesurer.
SLAs live in contracts, not in your tools. Violations go unnoticed until a client complains. A 5-minute-old message looks the same as a 5-hour-old one.
SLA directement dans votre flux de travail.
Every conversation starts a countdown. Warnings fire before deadlines. Escalations trigger automatically. Per-brand policies mean different clients get different commitments — all tracked independently.
SLA Tracking That Actually Works
From countdown timers to escalation rules — proactive SLA management for social support teams.
First Response Time
Clock starts when the customer sends a message. Track across every platform, brand, and agent. Set targets per brand.
Resolution Time
Measure from first message to final resolution. Identify bottlenecks by platform, agent, and issue type.
Business Hours Config
SLA timers pause outside business hours. Holidays and custom schedules supported. Fair measurement, not raw clock time.
Escalation Rules
Warn agent at 75%, notify lead at 90%, reassign at 100%. In-app, email, Slack, and auto-reassignment actions.
Violation Alerts
Green, yellow, red status badges in the inbox. Manager summaries: daily compliance, weekly trends, instant breach alerts.
Per-Brand SLA Policies
Different response targets, business hours, and escalation rules per client brand. One platform, fully customized commitments.
Tableau de bord SLA en temps réel
Track compliance rates across your entire operation at a glance.
Comment ça marche
Define SLA Policies
Set first response and resolution targets per brand. Configure business hours, holidays, and timezones.
Configure Escalation
Set warnings, notifications, and reassignment rules at each countdown stage. Per brand and severity.
Monitor & Report
Real-time compliance dashboard. Historical trends and agent performance. Export for client reporting.
Stop guessing whether you are meeting your commitments.
Turn SLAs from contract language into live, trackable, enforceable metrics. Your team stays accountable. Your clients stay informed.
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