AI-Based system for
proactive escalation
management
The advantage of using AI is that it can help predict escalation before it becomes a bigger issue. The benefit is for the support team to proactively handle customer expectation and sentiment. By doing this, customers in turn are getting much better support experience and value the product even more. No customer prefer escalation to accomplish their goals and in fact, are happy to be working with the company that has proactive support. The churn becomes a moot point. AI based proactive support reduces or even eliminates escalation while serving as a key vehicle for revenue and customer growth.
Do a Root Cause Analysis for Every Escalation
As soon as an escalation is contained, it is critical to do a post martum debrief. Root Cause Analysis has to be done for not just issue (validating what Ascendo provides) but also for people and process. People aspects primarily include training. Process is extensive that includes looking at whether the right people are in the right role, analysis of product, workload distribution, team collaboration, departmental involvement and even organizational
goals.
Train Your Agents
When an issue is escalated, customers are already angry and upset. They do expect empathy from all the people talking to them. They also want to make sure their concerns are heard and a clear plan to address them in place. They want to make sure their voice is heard and want to see clarity in communication, understanding about their needs, right resources at the right level involved. They also want to see a realistic plan with expected results and timeline. Tools like Ascendo can help with issue resolution but the human element of empathy and communication has to be in place.
