CMSWire: Create Better Customer and Employee Experiences With Experience Level Agreements
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Experience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider’s services as its basis.
In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.
XLAs primarily use customer feedback similar to Net Promoter Scores (NPS) or Customer Satisfaction (CSAT) metrics in order to measure their effectiveness. This can often be a better indicator of the true value the software or platform provide both to the employees that use them as well as potentially to the end customers and their customer experience.
In this article, we’ll discuss three key ways an XLA can help you create a better customer experience within your organization.