In this article, we will explore the differences between KPIs and SLAs, look at the top use cases for HubSpot SLA automation, and discuss the many benefits of using this feature.
HubSpot is a powerful tool for managing customer relationships, and its Service Hub offers a range of features to help customer service teams provide excellent experiences.
One of these features is SLA automation, which can help teams track and manage customer requests more effectively.
SLA automation in HubSpot involves setting up rules and automation to ensure that tickets are prioritised and resolved within a certain timeframe, according to predetermined service level targets.
By automating this process, your customer service team can quickly and efficiently handle these requests, ensuring that your customers receive timely and satisfactory responses.
Let's say your company is a large financial institution that provides a variety of banking services.
With thousands of customers, your customer service team is inundated with requests, inquiries, and complaints on a daily basis.
By using HubSpot SLA automation, you can set up customised SLAs that ensure your team is meeting response time targets and tracking resolution times accurately.
For example, you could set a priority level for customer requests based on the type of service they need (e.g. checking account issue, loan application, credit card dispute), and assign specific resolution time targets for each priority level.
This ensures that your team is responding to customer requests promptly and resolving issues quickly, which can lead to higher customer satisfaction and retention rates.
Additionally, you can use HubSpot's service analytics to track your team's performance, identify areas for improvement, and adjust your SLAs accordingly to optimise your customer service operations.
SLAs are an important aspect of customer service, as they help you set clear expectations for your customers and provide a framework for measuring performance.
By using SLA automation in HubSpot, you can improve your customer service operations and ensure that you are meeting your service level targets.
KPIs vs SLAs: What’s the difference?
While SLAs are an essential component of effective customer service, it's important to note that they are not the same as KPIs.
While SLAs focus on meeting specific response and resolution time targets for customer requests, KPIs are a broader set of metrics that measure overall business performance.
KPIs can include metrics such as customer satisfaction, customer retention rates, and sales revenue. These metrics are critical for tracking business performance over time and identifying areas for improvement.
However, SLAs are still important in their own right, as they provide specific benchmarks for customer service teams to meet.
By using SLAs in conjunction with KPIs, businesses can gain a more comprehensive understanding of their performance and make data-driven decisions for future growth.
For example, by tracking resolution times and meeting SLA targets, you can improve customer satisfaction and retention rates, which are important KPIs for any customer-focused company.
Therefore, while KPIs and SLAs are not interchangeable, they are both important components of effective business operations and should be used in tandem to drive success.
The top use cases for HubSpot SLA automation
As noted above, SLAs are an essential component of effective customer service, however, managing SLAs can be a time-consuming task for customer service teams.
That's where HubSpot SLA automation comes in. With HubSpot's powerful automation tools, you can streamline your SLA management and ensure that you are meeting your customer service goals.
In this section, we'll explore some of the top use cases for HubSpot SLA automation and how they can benefit your business.
Managing customer requests and interactions
SLA automation in HubSpot allows customer service teams to manage customer requests and interactions more efficiently.
With the ability to set up rules and automation, teams can prioritise incoming tickets based on their urgency and importance, ensuring that the most critical issues are addressed first.
Tracking resolution times and meeting response time targets
One of the key benefits of using SLA automation in HubSpot is the ability to track resolution times and ensure that response time targets are met.
By setting up SLAs with specific timeframes for resolution and response times, teams can monitor their performance and identify areas for improvement.
Prioritising tickets based on their urgency and importance
SLA automation in HubSpot also allows teams to prioritise tickets based on their urgency and importance.
By setting up rules and automations that assign ticket priorities based on specific criteria, teams can ensure that the most critical issues are addressed first.
The benefits of HubSpot SLA automation
Implementing SLA automation in your business can have numerous benefits for both your customer service team and your customers.
By using HubSpot's advanced features and integrations, you can streamline your operations and provide better customer experiences.
In this section, we'll explore some of the top benefits of using HubSpot SLA automation.
Improved customer experiences and satisfaction
SLA automation in HubSpot can help improve customer experiences and satisfaction by ensuring that customer requests and issues are addressed on time.
With the ability to track resolution times and meet response time targets, teams can provide faster and more efficient service to their customers, leading to increased satisfaction and loyalty.
Streamlined business operations and processes
By automating the SLA process in HubSpot, teams can streamline their business operations and processes.
This can help teams manage their workload more efficiently, reduce errors and delays, and improve overall productivity.
Additionally, SLA automation can help teams identify areas for improvement and optimise their workflows for greater efficiency.
Stronger customer relationships and feedback
SLA automation in HubSpot can also help teams build stronger relationships with their customers by providing more responsive and personalised service.
With the ability to track customer interactions and feedback, teams can gain valuable insights into their customers' needs and preferences, allowing them to provide more tailored and effective support.
Advanced features and integrations for a more powerful tool
HubSpot's SLA automation offers advanced features and integrations to help teams customise their workflows and create a more powerful tool.
With features like ticket automation, ticket statuses, and customisable reports, teams can tailor their SLAs to meet their specific business requirements and goals.
Additionally, HubSpot offers a range of integrations with third-party applications that can further enhance the power of the tool.
Access to service analytics for internal operations
Finally, SLA automation in HubSpot provides teams access to valuable service analytics for internal operations.
By tracking performance metrics such as resolution times, response times, and ticket priority, teams can identify areas for improvement and optimise their workflows for greater efficiency.
This can help teams make data-driven decisions and continuously improve their service operations.
Optimising HubSpot SLA automation for effective performance
HubSpot SLA automation is a powerful tool that can greatly improve customer service and business operations. However, to ensure effective performance, there are a few key steps you need to take:
Setting up SLAs correctly and testing automation tools
It's essential to set up your SLAs correctly in HubSpot to ensure that they accurately reflect your business requirements and customer needs.
Additionally, it's important to test your automation tools thoroughly to ensure that they are working as intended and are properly integrated with your other systems and applications.
Choosing the right SLA priorities and ticket statuses
To effectively prioritise customer requests and interactions, it's important to choose the right SLA priorities and ticket statuses in HubSpot.
By customising your SLA priorities and ticket statuses to match your business requirements and customer expectations, you can ensure that your team is responding to customer needs in a timely and effective manner.
Using customisable reports to track SLA performance and resolution times
HubSpot provides powerful reporting tools that can help you track SLA performance and resolution times.
By creating customisable reports that track SLA compliance and resolution times, you can identify areas where your team needs to improve and take action to improve your service delivery.
Integrating HubSpot with third-party applications and tools
To get the most out of your HubSpot SLA automation, it's important to integrate it with other systems and applications that your team uses.
HubSpot provides a range of integrations with third-party applications and tools, including email platforms, Slack, and other customer service and sales software.
By integrating HubSpot with these tools, you can streamline your business operations and improve your team's productivity and responsiveness.
Should you use HubSpot SLA automation?
HubSpot SLA automation offers a powerful tool for companies to streamline their customer service operations, improve customer experiences, and build stronger relationships with their clients.
By prioritising tickets based on urgency, tracking resolution times, and customising SLAs for different service teams and ticket pipelines, companies can ensure that their customer service goals are met consistently.
With the added benefits of advanced features and integrations, as well as access to service analytics for internal operations, HubSpot SLA automation provides a valuable solution for companies of all sizes.
Compared to other alternatives, HubSpot's all-in-one plan that includes SLA automation features offers an affordable solution for companies looking to improve their customer service operations.
At Huble, we’ve helped more than 400 companies with their HubSpot Service Hub onboarding, including setting up their HubSpot SLA automations. To find out more about how we can do the same, speak with our team.