What is escalation management?
Posted: Wed Jan 22, 2025 8:19 am
If you want to create a seamless escalation management canada b2b leads strategy, keep reading. We’re sharing how to design your approach and how to put it into action.
How an escalation management plan impacts the quality of your customer service
How to handle escalation management
Escalation management examples to guide your processes
Training your team to handle escalations
What is escalation management?
Escalation management is the process of prioritizing customer service concerns, ranking issues based on severity and ensuring that they’re addressed by the right reps (in the appropriate order).
Although 79% of customers expect consistency in customer service interactions, more than half (55%) say it generally feels like they’re communicating with separate departments rather than one company.
This creates a major opportunity for brands that are willing to prioritize an omnichannel approach to escalation management. Strategies that unite self-service, phone, chat, email and social stand to do more than just satisfy customers—they foster enduring brand loyalty.
Escalation management goes hand in hand with greater customer retention. Mastering it means maintaining a timely social media response time while also empowering your best-equipped reps to handle their respective tickets. The end result is more satisfied customers and positive sentiment across digital channels.
How an escalation management plan impacts the quality of your customer service
How to handle escalation management
Escalation management examples to guide your processes
Training your team to handle escalations
What is escalation management?
Escalation management is the process of prioritizing customer service concerns, ranking issues based on severity and ensuring that they’re addressed by the right reps (in the appropriate order).
Although 79% of customers expect consistency in customer service interactions, more than half (55%) say it generally feels like they’re communicating with separate departments rather than one company.
This creates a major opportunity for brands that are willing to prioritize an omnichannel approach to escalation management. Strategies that unite self-service, phone, chat, email and social stand to do more than just satisfy customers—they foster enduring brand loyalty.
Escalation management goes hand in hand with greater customer retention. Mastering it means maintaining a timely social media response time while also empowering your best-equipped reps to handle their respective tickets. The end result is more satisfied customers and positive sentiment across digital channels.