Using a tier customer support model gives a business an effective way to allocate resources, escalate issues to a higher tier (if required), and ensure each customer inquiry gets the right attention. While tier 1 level support primarily handles common or straightforward inquiries, tier 2 support is equipped to handle more complex and specialized cases.
Thus, as the tier level rises, the complexity of the problems the tier agents manage also rises.
What is a tier escalation process?
A tier escalation process is an organized process used in customer support or technical support to handle customer inquiries or issues that require additional expertise or resources beyond the capabilities of the initial support tier.
routing customer inquiries
While tier 1 support could solve most of the queries, there may be some issues that need to be escalated to support tier 2. In this blog, we will delve into the intricacies of establishing escalation criteria that work effectively for routing customer inquiries from tier 1 to tier 2, ensuring quick issue resolution, and promising customer satisfaction.
Escalation criteria for routing customer inquiries
1. Complexity: It can be necessary to escalate a customer inquiry to Tier 2 support if it calls for extensive product expertise or involves complex technical issues. Tier 2 agents typically have specialized expertise and are trained to handle more challenging problems.
2. Time and Effort: If Tier 1 support spent a lot of time and energy attempting to resolve the customer’s query but has been unsuccessful, it could be time to escalate the issue to Tier 2. This can help prevent unnecessary delays in resolving customer queries.
3. Specialized Requests: Certain customer inquiries may involve specialized requests or advanced configurations that require the expertise of Tier 2 support. Examples could include advanced troubleshooting, system integrations, or complex customization requests.
4. Policy or Procedure Exceptions: If the customer inquiry involves policy exceptions or falls outside the scope of Tier 1 support’s authority, it may be necessary to escalate it to Tier 2. Tier 2 agents are often more versed in business policies and regulations and are capable of taking decisions within their authority.
5. Repetitive Issues: If a customer’s inquiry is a recurring problem that Tier 1 support has been unable to resolve permanently, it may be appropriate to escalate it to Tier 2. Agents in Tier 2 can look into the root of the problem and put long-term fixes in place.
6. Customer Request: Due to the complexity of their problem or a previous good experience, certain customers may specifically want to have a conversation with tier 2 support. Therefore, escalation is necessary.
Tips for smooth issue escalation
- Create and implement an escalation process that the support department and all other departments involved will abide by.
- Make a note of the data gathered in response to each customer inquiry and deliver it to the tier 2 support team. With it, you can share your suggestions for what could be done to help resolve the issue.
- Assure customers that when their case is transferred to a higher level, a suitable solution will be provided.
Tip: For future reference, keep a copy of the entire escalation management process documentation.
Final Words
In order to ensure a seamless and effective escalation process, it is essential to set clear escalation criteria and communicate them to both Tier 1 and Tier 2 support teams. The parameters can be modified over time through regular feedback and collaboration between both levels, which will increase the effectiveness of customer support overall.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.