Our customer commitments
Response times, in writing.
Most customer-success programs make this promise on a slide. We make it in code. When the events below fire in a BentoCS workspace, a task is created with an SLA timer attached — visible to the CSM, visible to the team, and counted in the workspace's response-time stats.
A detractor who hears nothing back assumes they were ignored. 24h is the window where a customer-success motion can still turn the conversation around — past that, the relationship damage compounds.
The single highest-risk event in any account. Two business days to identify and warm up a second contact, before the new buyer's onboarding ramp begins.
How the timer works
- The triggering event fires — an NPS detractor submits a score below threshold, or a champion stakeholder is marked departed.
- The playbook engine creates a task and stamps it with
sla_due_at = now + window. - The Tasks view shows a coloured SLA chip — blue while there's time, amber under 4 hours, red when overdue.
- The completion state of the task — on time or late — is recorded permanently, so the workspace can audit its own hit rate.
Why publish this?
Closed-loop voice-of-customer is one of the cheapest wins in customer success — and also one of the most-skipped. Putting the commitment in front of the team, the customer, and the public turns it from a value statement into a verifiable practice. If your CSM team can't meet the window, the report will say so — and that is the whole point.