01
Design an Escalation Workflow
If you are using a tool like Ascendo, this step is unnecessary as we believe in "no ticket". Establish a structure by addressing the way you would want to manage escalations at different levels.
02
Train Your Agents
When an issue is escalated, customers are already angry and upset. They do expect empathy from all the people talking to them. They also want to make sure their concerns are heard and a clear plan to address them in place. They want to make sure their voice is heard and want to see clarity in communication, understanding about their needs, right resources at the right level involved. They
also want to see a realistic plan with expected results and timeline. Tools like Ascendo can help with issue resolution but the human element of empathy and communication has to be in place
03
Do a Root Cause Analysis for Every Escalation
As soon as an escalation is contained, it is critical to do a post martum debrief. Root Cause Analysis has to be done for not just issue (validating what Ascendo provides) but also for people and process. People aspects primarily include training. Process is
extensive that includes looking at whether the right people are in the right role, analysis of product, workload distribution, team collaboration, departmental involvement and even organizational
goals.
AI-Based system for proactive escalation management
The advantage of using AI is that it can help predict escalation
before it becomes a bigger issue. The benefit is for the support
team to proactively handle customer expectation and sentiment.
By doing this, customers in turn are getting much better support
experience and value the product even more. No customer prefer
escalation to accomplish their goals and in fact, are happy to be
working with the company that has proactive support. The churn
becomes a moot point. AI based proactive support reduces or
even eliminates escalation while serving as a key vehicle for
revenue and customer growth