7 ways to improve your ticket escalation process Now that you understand the importance and the need for ticket escalation, here are some ways to improve your escalation process. The issue is of high priority and falls out of the scope of frontline agents.Time taken to resolve the issue is more than mentioned in the SLA.The issue is complex and requires technical expertise.Here are a few instances when ticket escalation should happen. Here’s a small tip on when you should escalate support tickets. Not only does a ticket escalation process help your customer service teams enhance the end-user experience, but it also improves customer satisfaction. A ticket escalation system helps your support staff keep customers informed about the ticket status so they know when to expect a response and are assured that you’re working on resolving their issue. About 80% of customers want brands to be more honest and transparent. You can follow up with experts working on the ticket and update the ticket status using a fool-proof ticket escalation process with the help of a help desk software.
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