Not all tickets were created equally. Some are easier to solve than other. Others may indicate the presence of larger issues or originate from repeat customers. Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents.
Here are six things to keep in mind to ensure escalation management is handled properly and results in happier customers and improved operational efficiencies:
Create a seamless triage process
Define which tickets need immediate attention. Every company will have its own criteria for determining which tickets need to be escalated, based on everything from your industry, goals, and customer expectations. The point is to be strategic in understanding your criteria within your support organization.
Escalation processes should be regularly documented and reviewed to ensure they are working in the best interests of the customer and the company. The process should be repeatable but also fluid enough to adapt to new information or evolving customer needs.
Stick to service level agreements (SLAs)
Ensure times taken from request for support to resolution are satisfactory and that margin for error is reduced wherever possible. SLAs and your escalation process should go hand in hand.
Include all channels
Escalation should be offered in as many appropriate channels as possible, including email, SMS, social media, and phone. The hours agents are available to answer calls, emails, or social media inquiries should be clearly stated and response times should be outlined when appropriate.
Ensure processes guide support agents to capture all relevant information to enable follow-up staff to respond effectively and efficiently.
Collaboration between parties using the ticketing system must be seamless to allow for CRM and database updates as calls are taken. Contingency plans need to be in place in case of system issues.