Customers jumping ship due to subpar support experience is your worst nightmare coming to life. But irrespective of how airtight your customer service is, there will be cases where customers become unhappy or irate and demand to speak to the higher authority. Additionally, not all tickets are created equal. Some can be solved easily, whereas others require the intervention of senior agents. You need a defined process that assigns incoming tickets to appropriate agents right off the bat and ranks them on a priority basis to avoid mishandling or overlooking such escalations. This will not only enhance your CX but also enable you to operate at peak efficiency in the long haul. This blog talks about the 5 strategies to devise an effective Ticket Escalation process. Read More
