How to Improve Your Ticket Escalation Process

Your company’s customer service department likely has tiers and different departments. It’s an admission: there are times when the first person who speaks with a customer can’t resolve their concern. This is totally normal. Lower-tier agents are equipped to handle basic issues, but there are some more technical problems they’ll need to escalate to someone with a more in-depth understanding of your product or service.

In these cases, it’s crucial the ticket escalation process is handled in a way that both solves the problem and keeps the customer informed along the way. Here’s how you can ensure your process lives up to this standard.

Try to Replicate the Issue

If a customer service agent is unable to resolve the customer’s concern, it’s a good practice to try and have the agent replicate the problem his or herself. For instance, if the customer says a certain page in their account isn’t loading properly, having the agent log into a test account to try and load the page can help determine if the issue is affecting everyone or just this customer.

Decide Who to Escalate the Ticket To

Agents should have an understanding of who is responsible for handling certain matters. Automated escalation software can help with this, as it often requires just a few clicks of the mouse. If an agent determines the issue is widespread and requires a company-side fix, the ticket can be escalated to the development team (or a comparable team inside your company). If the issue is just affecting this one end user, the agent can send it up to the next tier of customer support, where the customer can walk through more advanced troubleshooting steps with another agent.

Escalate and Explain

The agent can now begin the process of escalating the customer support ticket to the next person in line. He or she should do a thorough job of explaining the issue the customer is having. The more the next person in the process knows about the problem, the more effective and efficient they can be in trying to resolve it for the customer.

Reach out to the Customer

Customers appreciate being kept in the loop. After escalating a ticket, it’s always a nice and thoughtful practice for the original agent to let the customer know they’ve sent the ticket on to someone else, and to assure them the problem is being addressed as quickly as possible.

Continue to Track the Issue

Escalation management software can work wonders here. It’s often the responsibility for the original agent to continue tracking the ticket to track its progress and ensure a swift resolution for the customer. An automated solution can make sure the agent is reminded of the ticket so they can check on it at predetermined intervals and “grease the wheels,” so to speak, if an issue goes too long without being fixed.

Resolve the Ticket

When a problem is finally taken care of for the customer, it’s nice to have the first person they spoke to reach back out and let them know. The agent can also welcome them to get back in touch should they experience any other issues, and then thank them for continuing to be a customer.

Following these guidelines will help your company improve its ticket escalation process dramatically and provide much better customer support as a result. Interested in how automated escalation software can help your business better serve its customers? Be sure to contact PhaseWare today to learn about the solutions we have available.

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