Åbningstider

Hvad er åbningstider?

Business hours are office working hours, typically 9:00 AM to 5:00 PM Monday to Friday. In essence, business hours are the hours during which you conduct business. Business hours vary from company to company and from industry to industry.

Hvorfor har du brug for at fastsætte åbningstider?

Setting up your help desk business hours is important because they affect your service level agreement (SLA) compliance. As an example, without business hours, the tickets that you’d receive on weekends or holidays (basically when your agents aren’t working) would remain unanswered for the set SLA duration and result in you being penalized.

This, of course, can be avoided by simply setting up business hours. You can do this easily in many ticketing software solutions, including LiveAgent. For example, if your help desk business hours are Monday to Friday 9:00 AM to 5:00 PM and you receive a ticket on Friday at 4:00 PM, then by 9:00 AM on Monday, the ticket will be only one business hour old. This will give your agents plenty of time to answer it and not stress about missing SLA deadlines.

Hvad er service level agreements (SLA’er)?

A service level agreement (SLA) is a contract between a service provider and customer that defines what level of service has to be provided to the customer at all times. SLAs typically cover quality of service, availability of service, and provider responsibilities.

For example, a service level agreement could state that the software provider’s service desk has to answer the customer’s queries from email, live chat, and the phone within one business hour. If this goal is not met, the customer has the right to reimbursement.

Hvilke sanktioner er der, hvis en SLA ikke overholdes?

Typisk inkluderer SLA’er foruddefinerede sanktioner, som kunden kan håndhæve, hvis tjenesteudbyderen ikke overholder servicevilkårene. Disse sanktioner håndteres ofte gennem kreditter svarende til en vis procentdel af leverandørens månedlige fortjeneste fra kundens konto. Hvis SLA-målet ikke opfyldes, har kunden ret til kompensation i form af en kredit, som de kan anvende på fremtidige månedlige abonnementsgebyrer.

Hvordan fungerer åbningstider?

LiveAgent’s åbningstidsfunktion konfigurerer dine SLA-niveauer til kun at handle i specificerede tidsperioder med mulighed for at udelukke helligdage.

Here is the translation of the text into Danish:”Sådan indstilles åbningstider i LiveAgent”

1. Log ind på LiveAgent
2. Klik på Konfiguration
3. Klik på Automatisering
4. Klik på SLA
5. Klik på den orange Opret Niveau-knap til højre

5. Name your SLA level
6. Check the “Times are defined within following business hours”

7. Select your timezone
8.Check each box (Monday to Sunday) and set up your business hours

9. Optional: Check “exclude holidays” and define the days you do not work in the YYYY-MM-DD format. If you want to set up yearly recurring holidays, you can use the following format: *-MM-DD
10. Click Save

Hvordan kan du drage fordel af at fastsætte åbningstider?

Opfyldte SLA’er

Ved at oprette åbningstider for virksomheden, undgår du risikoen for at overskride dine SLA-deadlines. Dine agenter vil have rigelig tid til at besvare billetter fra VIP-kunder, og du behøver ikke bekymre dig om at stå over for sanktioner (uanset hvad de måtte være i henhold til din serviceaftale). Desuden spiller effektive kundeserviceagenter en afgørende rolle i at levere fremragende kundeservice og sikre, at hver kundekontakt håndteres gnidningsfrit.

Langvarige kundeforhold

By upholding your side of service level agreements (meeting deadlines), your customers will remain satisfied with your service. This will strengthen your client-customer relationship and keep them loyal to your business for a long time. It may even lead to up-sells and cross-sells, especially if they know they can rely on you to answer their questions promptly.

Brandfortalervirksomhed og flere salg

Glade kunder kan være fremragende ambassadører for et brand. De elsker at dele deres positive oplevelser med venner, familie, jævnaldrende og kolleger. Anbefalinger som disse har stor effekt.

Vidensbase ressourcer

For at lære mere om åbningstider og service level agreements (SLA’er), kan du se vores vidensbase, blogindlæg, webinarer og mere.

• Setting up Business Hours
• Setting up SLAs
• Service Level Agreements (Support Portal)

• Service Level Agreements (Funktion)

• To Solve Button
• SLA logs
• Rules (Predefined actions)
• Time Rules
• Triggers, conditions, and actions

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Klar til at indstille dine åbningstider?

Sign up for our free 30-day trial (no credit card required!) and test out our business hour feature. Discover just how easy it is to meet service level agreement deadlines and keep customers satisfied.