Escalation is either, 1) the transfer of a support call or chat to a more experienced agent, or 2) the transfer of a support episode from self-support to a live agent. In both cases, escalation occurs because the initial interaction isn’t working. One of the top three sources of irritation for users seeking help is to have the new agent ask to have the problem described all over again and then force the consumer to re-try all the things he’s already tried that didn’t work. Higher-caliber support systems present the new agent with a complete record of what the problem is and everything that has already been tried, greatly reducing both the time required to resolved the issue and the amount of effort the customer needs to expend.

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