Customer Service
SLA (Service Level Agreement)
A commitment between a service provider and customer defining the expected level of service, including response times and resolution targets.
What is SLA (Service Level Agreement)?
A Service Level Agreement (SLA) defines the expected performance metrics for customer service operations. For e-commerce, common SLA metrics include first response time (typically under 2 hours), resolution time (under 24 hours), and customer satisfaction score (above 90%). AI automation helps stores consistently meet SLA targets by responding to common inquiries instantly and routing complex cases to human agents with full context.
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