Escalation Matrix

escalation-matrix
ESCALATE WHAT’S UNRESOLVED

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.

ESCALATION MANAGEMENT
DON’T LET THOSE CRITICAL ISSUES SLIP THROUGH THE CRACKS

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.

ESCALATION RULES
SET AND ALIGN RULES ON YOUR OWN TERMS

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.

ESCALATION LEVELS
IMPORTANT MATTERS SHOULD REACH IMPORTANT PEOPLE

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.

Kapdesk can add value to your business. Let us tell you how.

LET'S HAVE A CONVERSATION

  • Run your business from the palm of your hands
  • Have precise control over your customer service
  • Provide continuous support after each product sale
Leverage customer service platform with an online destination for 24/7 support to help your customers answer their own questions. With Kapdesk Help Center you can create a knowledge database, and customer portal that fits in seamlessly with your brand in a matter of moments. Kapdesk streamlines your support infrastructure with real time features like ticket views, prompters and necessary automations. This helps you deliver better customer service and relevant, to the point conversations.
Adjetter Media Network Pvt. Ltd. #25, Vruddhi Complex, 6th Cross, Leela Palace Road, Next To Sri Ayyappa Temple, Kodihalli
Bangalore
Karnataka
560008