Opportunities to close eager customers
Posted: Wed Jan 22, 2025 8:19 am
Not every situation related to escalation management is necessarily negative.
For example, let’s say that someone browsing your website canada b2b leads uses your chat support window to ask when a best-selling product will be restocked. The longer you wait to respond, the more likely their interest will pass.
The takeaway? For good and bad situations alike, you need to emphasize proactive service that directs customers to the right resource—whether that be an agent, a self-service hub or an automated customer service chatbot.
Doing so is an ongoing process that requires you to anticipate customer needs and update your resolution paths accordingly.
2. Determine your levels of service (and the reps responsible for them)
Create customer service tiers that allow agents to handle issues aligned with their set of abilities and system access. In practice, that might look like:
Tier 1 support deals with common questions, many of which could be answered by a saved reply or knowledge base.
Tier 2 support deals with individual issues that require a personalized response but aren’t necessarily pressing.
Tier 3 support deals with the high-priority problems that we discussed above (such as billing problems, outages and so on).
And for each level of customer escalation, you can assign different reps (think: junior versus senior reps).
How this sort of policy works in practice varies from business to business. Either way, the concept is simple: issues are ranked by severity and are only dealt with by the proper personnel.
For example, let’s say that someone browsing your website canada b2b leads uses your chat support window to ask when a best-selling product will be restocked. The longer you wait to respond, the more likely their interest will pass.
The takeaway? For good and bad situations alike, you need to emphasize proactive service that directs customers to the right resource—whether that be an agent, a self-service hub or an automated customer service chatbot.
Doing so is an ongoing process that requires you to anticipate customer needs and update your resolution paths accordingly.
2. Determine your levels of service (and the reps responsible for them)
Create customer service tiers that allow agents to handle issues aligned with their set of abilities and system access. In practice, that might look like:
Tier 1 support deals with common questions, many of which could be answered by a saved reply or knowledge base.
Tier 2 support deals with individual issues that require a personalized response but aren’t necessarily pressing.
Tier 3 support deals with the high-priority problems that we discussed above (such as billing problems, outages and so on).
And for each level of customer escalation, you can assign different reps (think: junior versus senior reps).
How this sort of policy works in practice varies from business to business. Either way, the concept is simple: issues are ranked by severity and are only dealt with by the proper personnel.