Every customer service team is always looking to address customer grievances and other issues as soon as possible. Whether it’s an item they want to return, a software bug, or a billing disagreement, the first person who deals with these situations is the CS representative that the customer reaches out to. However, what if the issue is the actual support that they received?
There are many reasons why customers are not satisfied with the initial support. It might be because they think the agent isn’t knowledgeable enough to resolve the issue. Perhaps a promised resolution wasn’t executed, or the issue wasn’t resolved in a timely or orderly manner. Whatever the reason may be, incorporating a process of escalation depends on accountability from your team in making sure your customer won’t have to deal with a less than satisfactory support experience.
In this article, we’re going to talk about escalation management, as well as the importance of incorporating one into your business.
What Does an Escalation Mean in Customer Service?
Every business wants to run their business without any escalations to deal with. But that’s not realistic. The life of a customer service manager isn’t easy. Escalations in customer service are defined as when a customer issue or request is forwarded to a higher level of support. This could be due to the severity of the problem or because the initial support agent could not resolve it.
There are three main types of escalation channels that businesses use:
- In-app: This is when there’s an in-app feature that allows customers to raise a ticket to a higher level of support easily. This is usually found in SaaS or mobile apps.
- Phone: This is when the customer calls a different number for escalated issues.
- Email: This is when the customer emails a designated email address for escalated requests.
Escalation Management Best Practices
When it comes to escalation management, there are a few best practices that businesses should follow:
Define an Escalation Management Policy for SLA Breaches
Service Level Agreements in customer support specify the time limit in which a ticket is replied to and resolved. Your support manager should set up multiple SLA policies to ensure that different types of tickets are being responded to in a timely manner. This way, the business can avoid having customers wait too long to respond to their issues.
Designate an Escalation Manager
Speaking of which, you should assign an escalation manager to handle escalation management tasks. This is the person who will be responsible for managing all escalated issues. They should have a good understanding of your company’s customer support operations and should work with different teams (sales, engineering, product) to resolve the issue.
Create an Escalation Process
Your escalation process will outline the steps that need to be taken to escalate a ticket from one level of support to another. This includes who is responsible for what tasks and how long each step should take. Having a clear escalation process can avoid any confusion or miscommunication between your team members.
Integrate Your Escalation Process with Your CRM
Your Customer Relationship Management software should be integrated with your escalation process. This way, all of the data related to an escalated issue will be stored in one place. This will make it easier for your team to track and resolve the issue.
Train Your Team to Empathize with the Customer
Once a customer escalates an issue, chances are, they are already frustrated or angry. Therefore, it’s essential that your team members can empathize with the customer and understand their point of view. This will help them resolve the issue in a timely manner, without further angering the customer.
Create a Specific Workflow to Deal with Escalations
To make it easier for you and your customer support team to deal with any customer escalation, you should create a specific workflow for it. This way, you can avoid any confusion or miscommunication between your team members.
Conduct Root Cause Analysis for Every Escalation
Finally, every time a customer escalation occurs, your team should conduct a root cause analysis to determine the root of the problem. This will help you identify any recurring issues and allow you to make changes to your escalation process to avoid future escalations.
As you can see, there are a few things that you need to keep in mind when it comes to escalation management. By following the best practices that we’ve outlined above, you can ensure that your customer support team is prepared to deal with any customer escalation that might occur.
Invest in the DataMyte Escalate for Effective Escalation Management
Escalation management can either be a simple process or a very confusing one. The DataMyte Escalate makes it easy for businesses to manage customer escalations by providing a clear and concise escalation process. With Escalate, companies can avoid any confusion or miscommunication between their team members and resolve customer issues in a timely manner.
DataMyte’s Escalate software is an escalation management tool that lets you address problems and defects in your customer support and even other areas of your business. It helps you identify and track potential problems as they develop to prevent them from becoming a full-blown crisis. Escalate also includes a built-in CRM system so that all of the data related to an escalated issue is stored in one place. This makes it easier for your team to track and resolve the issue.
Other features of Escalate include:
- Configurable actions
- Escalation reporting
- Alerts and notifications
- Dashboard management
- and more!
If you’re looking for a way to streamline your customer support operations and avoid any future customer escalations, we recommend that you invest in DataMyte’s Escalate software. It’s an essential tool for any business that wants to provide its customers with the best possible experience.
Escalation management is an important part of customer support. By following the best practices outlined in this article, you can ensure that your customers are getting the best possible support experience.