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办公时间

什么是办公时间?

办公时间指的是办公室的工作时间,通常是周一到周五的上午9点到下午5点。从本质上来说,办公时间就是您进行工作的时间。办公时间会因为公司和行业的不同而有所区别。

办公时间
办公时间

为什么您需要设置办公时间?

设置帮助台的办公时间非常重要,因为它会影响服务水平协议(SLA)的合规性。比如,在没有办公时间的情况下,您在周末或节假日(基本上当您的代理不工作时)收到的Ticket会在设置的SLA持续时间内无法得到回复,并导致您收到惩罚。

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当然,这可以通过设置办公时间来避免。比如,如果您的帮助台工作时间是周一到周五的上午九点到下午五点,而您收到Ticket的时间是周五下午四点,那么到周一上午九点,该Ticket将只存在一个办公时间。这将给您的代理大量的时间来回复它,而不是对错过SLA截止日感到压力。

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什么是服务水平协议(SLA)?

服务水平协议(SLA)是服务提供者和客户之间的一种契约,它定义了在任何时候都必须向客户提供何种服务水平。SLA通常涵盖服务质量、服务可用性以及提供者的责任。

比如,服务水平协议可以规定,软件提供商的服务台必须在一个小时内通过电子邮件、实时对话、电话来响应客户的问询。如果没有达到这个目标,客户有权要求赔偿。

办公时间
SLA合规报告

如果不满足SLA,会受到什么惩罚?

通常,SLA包含预定义的惩罚,如果服务提供者无法满足服务条款,客户可以强制执行这些惩罚。惩罚通常是以积分的形式兑现的,积分等同于供应商从客户账户中每个月赚取的一定比例的利润。如果SLA目标没有达到,客户有权以抵免的形式要求赔偿,他们可以用积分来抵免用于未来的订阅费。

办公时间
SLA日志报告

办公时间是如何工作的?

LiveAgent的办公时间功能将SLA级别设置为只在指定的时间段内执行操作,并有可能排除掉节假日。

如何在LiveAgent中设置办公时间

  1. 登录到LiveAgent
  2. 点击配置
  3. 点击SLA
  4. 点击右侧橙色创建按钮
办公时间

5. 为您的SLA等级命名 6. 勾选“时间限定在以下工作时间内”

办公时间

7. 选择您的时区 8. 检查每一个方格(星期一到星期日),并确定您的办公时间

办公时间

9. 可选:勾选“排除节假日”,并以YYYY-MM-DD格式定义不工作的日子。如果您想重复设置每年的假期,可以使用以下格式:*-MM-DD 10. 点击保存

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设置办公时间对您有哪些好处?

满足SLA

通过设置办公时间,您就不会有错过SLA最后期限的风险。您的代理将有足够的时间来回复VIP客户的Ticket,您也不必担心要面临罚款(根据您的服务水平协议,可能会面临罚款)

长久的客户关系

通过坚持您的服务水平协议(截止日期),您的客户将对对您的服务保持满意。这将强化您和客户的关系,并让他们长期对您的业务保持忠诚。这甚至能带来追加销售和交叉销售,特别是如果他们知道他们可以马上得到您对问题的答复。

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开心的客户是优秀的品牌倡导者。他们喜欢与朋友、家人、同伴或同事分享积极的经历。这样的建议是非常有影响力的。根据American Express的研究,42%的消费者可能会根据身边人的推荐进行购买

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知识库资源

要了解更多关于办公时间和SLA的信息,请查看我们的知识库资源、博客文章、网络研讨会等。

https://youtu.be/yDY_Az1nFe0

准备好设置您的办公时间了吗?

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