Today, a colleague showed me results of a survey that almost threw me off my seat! It was from a study conducted by CMO Council on how end consumers use social media to connect with brands.
Amongst several things, I noticed that about 47% of respondents had said they expected a response from brands within 24 hours. About 19% expected a response within an hour while another 22% expected an instant response! This goes on to show how important it is for support teams to track their turnaround time.
Using SLAs, Zoho Support already lets you track if a ticket has taken too long to close. However, now, you can even track if the first or any subsequent response has taken too long to happen.
Here’s how:
- First, create a custom field.
- Then, set a time-based rule to update it, when a response is delayed.
- Additionally, you can compile a daily report using the same custom field or setup an alert associated with that custom field.
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What does this mean? To start with, Google users can now open their documents using Zoho’s Writer, Sheet & Show – our word processor, spreadsheet and presentation applications. Of course, this integration is not just for viewing your files using Zoho’s apps, but you can also edit your documents and save them back to Google Drive. Better yet, you can also create new documents using Zoho’s editors and save those documents in Google Drive…all without needing to create a Zoho account.
