Are your customer conversations lying unattended in your inbox? Have your customers received a response to their query?
With an escalation and alert system in place, ensure that your customers don’t have to wait too long to get your support.
Without an escalation matrix in place, your customers might be waiting too long to speak to you. Let Kapdesk auto-escalate pending issues and manage how a ticket is resolved: by the right person and in the shortest time.
It’s important to understand how long your customer will wait for a response before feeling snubbed. Kapdesk’s service-level agreement allows you to set the appropriate minimum time that an agent can respond in before the ticket gets escalated to a higher authority.
Escalation management is also perfect for reducing your turnaround times with your customers and identifying any gaps in your customer support process.
The escalation matrix can be configured to have different levels of escalation. If an agent does not attend to a ticket in a pre-decided timeframe, Kapdesk can automatically raise alerts and escalate it to their reporting manager with a ticket escalation management system. For instance, issues can be escalated from agent to team manager, or team manager to general manager.