Define Each Level of Services
for Contracts
Every customer is different. And when it comes to customer management, you need to prioritize accordingly. White hats CRM allows you to define various service levels to manage the different types of customers.Name each level according to the type of business you are in so your Support Reps do not have any problem understanding them. Similarly, you can define the type of support that would be offered to a customer having a specific level of SLA agreement.
Call Escalation Process
Whitehats Cloud gives the business users an edge by allowing them to define the call escalation process. You can define the number of times a process has to escalate before finally reaching the senior most resource. Similarly, you can set time for an unresolved issue at any level, giving enough duration to the Support Team to respond to it.
Ensure Adherence to All SLA Terms
It is important for any business in a Service Level Agreement not to breach the terms. Service Cloud makes sure that all important stakeholders like Support Managers and Supervisors are notified whenever any terms of the SLA have been violated. A prompt notification helps them immediately overcome the issue before it spirals out of control.
