Escalation management is the process that businesses employ to handle customer issues and other problems or complaints within a specific department or division. Escalation management enables agents to effectively resolve and address problems or transfer to more senior agents for further support.
Tackling escalating complaints effectively and efficiently can be the difference between keeping and losing a customer and for that reason most businesses will have some type of escalation plan in place. For example, an agent may be told to transfer major issues such as financial concerns or complex technical issues to managers or senior level IT support.
Some companies may even hire escalations manager to handle their escalating issues and boost their customer experience ratings and organizational performance metrics. At Supportbench, we break down escalation management and make it as easy as possible for organizations to put a plan in place.
Think of escalation management as a “stairway” and as you escalate cases further, you climb the stairway to the top level of support available.
With supportbenches robust escalations feature, you can improve your organizations communication! Everyone loves to see a screenshot or picture, especially when supporting a client. Escalations in supportbench allow you to provide further detail into a case by using informative attachments! This will allow escalation agents to immediately understand a case and provide appropriate solutions.
Use supportbenches robust notification feature in conjunction with escalations to ensure you’re providing the best customer experience ever, especially on those tricky cases. By setting your notifications on escalations, your escalation agents will always know what cases are assigned to them right away, allowing for a timely response and solution to a case, while also knowing what cases to prioritize and why.
Managers can even add themselves as a “watcher” to escalated cases, so they receive constant notifications and are up to date on critical cases.
By setting up your escalation management plan with supporbench, you can ensure that your critical issues are always addressed right away. Thats because we allow you to provide pre-determined criteria based on an agents skillset and workings hour, allowing you to select who or what team will receive a case.
As a result, you can better meet SLA requirements and quickly resolve those pressing issues.
Supportbench can record your data on escalations and provide reports into your escalated cases, so your managers can see exactly where things are in the escalation process. Not only this, but by attaching common issues to your cases, you can discover common trends and pinpoint focus to a particular area. Ultimately, reducing future escalations and provide a better customer experience.
With an escalation management plan in place, your escalation agents can focus on critical issues that might otherwise not receive the attention they deserve. By tackling your organizations more pressing issues and providing immediate support, we can increase overall customer satisfaction scores, improve agent performance metrics and, retain customers that could leave.
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