Response Time & SLA Performance
- What is the minimum acceptable Chat Response Rate (CRR)?
- How is my overall Seller Rating calculated?
- Are there separate SLAs for non-order related inquiries (e.g., product details)?
- What is the maximum response time for customer chat messages?
- If I receive a message after business hours, when must I respond?
- If I am away from my desk, how can I maintain my CRR?
- If a customer sends multiple messages, do they all count against my CRR?
- How is 'response time' measured for my CRR?
- If I am unable to resolve a query, should I still respond within the SLA?
- How can I quickly respond to all pending chats?
- How can I monitor my team's Chat Response Rate performance?
- How does high CRR benefit my store?