How an escalation management plan impacts the quality of your customer service

[fomayof928@mowline]

A bad customer service experience feels like entering a canada b2b leads maze specifically designed to wear you out. As you bounce from agent to agent across channels, looking for someone that can resolve your issue, frustration mounts and your confidence in the company dwindles.

A quality customer service experience, on the other hand, is straightforward. If the first agent can’t solve your problem, they’re at least able to clearly explain why and outline what you can expect in terms of next steps. That’s the magic of a customer escalation management process.

These strategies empower support agents by providing them with the processes and tools to cut ambiguity out of the customer experience, resulting in faster resolutions and happier customers. When your service teams can navigate complex situations without having to ask around for help or loop in management, everyone involved saves time—leaders, agents and most importantly, customers.


How to handle escalation management
Below we’ve broken a step-by-step process for creating an escalation management plan—including when and how to factor in social media customer service requests.

1. Identify your customers’ most pressing issues
First thing’s first: You need to differentiate between tasks that deserve immediate attention versus issues that can wait.

There are some instances where a saved response won’t cut it. Also, failure to respond quickly could cost you customers.

For example, there’s a huge difference between a customer looking for a shipping update and a social media meltdown from your biggest client. Below are some examples of priority issues when it comes to escalation management.