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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