Although it is the best-known type, the SLA between marketing and sales is not the only one that exists. When it comes to B2B sales, the Service Level Agreement that is made between the company and the customer also stands out !
A service level agreement (SLA) is a formal agreement between a service provider and its customers that establishes the parameters and expected service levels .
Specifically in the context of customer service, the SLA defines metrics such as response time, problem resolution time, service availability, quality of support provided, and other important metrics to ensure customer satisfaction .
This agreement sets expectations for both parties: customers and companies. This is because it establishes goals and standards that the service provider must meet to ensure efficient and quality service, ensuring that the needs of leads are met within the agreed limits.
The service SLA is essential to maintain finland telegram data transparency, trust and quality of the service provided , in addition to helping to measure performance and identify areas for improvement in customer relations.
Types of service SLA
There are two main types of Service Level Agreements : those that are customer-focused and those that are service-focused.
A customer-focused SLA is driven by the needs and expectations of leads. It defines metrics based on the customer’s perspective, such as response time, resolution time, satisfaction, and other indicators directly related to their experience.
This type of SLA prioritizes the delivery of personalized, quality service , aligned with the customer's demands and preferences.
On the other hand, a service-focused SLA focuses on the internal aspects of service delivery. It defines metrics related to the internal processes of the service team, such as system availability, uptime, downtime, and other operational metrics.
This type of SLA aims to guarantee the operational efficiency and performance of the services offered , focusing on maintaining their quality and the consistency of deliverables.
Both types of SLAs are important for effective customer service management, as they combine service quality assurance with a focus on lead satisfaction and needs .
To help you better understand the importance of aligning these two factors, we have separated episode #88 of Growthcast , our official podcast .
In this video, you will learn from Leonardo Castelo – co-founder of Sales Clube – how important it is to focus on your customers and your service to be a successful entrepreneur .
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