Everyone who gets in touch with a service desk wants to see their problem resolved in the fastest time possible. In case, the resolution takes time, the problem should be escalated right away.
Failing to resolve a problem in a defined time will only lead to your organization losing customers in the long term.
So of course, the service help desk that your company has in place needs to prioritize tickets for efficient and effective customer support.
Where do you start when it comes to developing escalation rules?
The escalation rules and procedures that you might implement in your company will differ from what different organizations have in place.
A small business will be just fine evaluating the tickets it is receiving on a case-to-case basis. The same will not hold true for a larger company. The moral being, a series of different rules need to be in place for when and how the incoming service requests are escalated.
This will lead to much better organization when it comes to handling requests. The type of escalation rules that your business implements will depend on the amount of layers of support and management your company has in place.
Also, the level of demand placed on the customer service section of your company will also play an important role when deciding the escalation rules in place.
Start with the service level agreement
Is your helpdesk having a service level agreement? An SLA is the definition of services that includes a number of varying factors. One of the prime factor that dictates the agreement is the delivery time of the customer service.
Depending upon your business policy, you will have an SLA that is either shared internally among your customer executive professionals or whether it’s communicated to your customers.
The important thing is the definable metrics. For instance, you can have a definable metric that dictates that every open ticket is to be updated every 12 hours until resolution is achieved.
You can have SLAs that specifically come into play when a ticket has been idle for a set amount of time. When the defined time passed it escalates up to the next level of management.
In order to achieve this, you should have a Ticketing Software that is capable of tracking and reporting tickets that have been in the queue for long.
When you create an escalation system and stick to it, you establish a foundation for resolving tickets coming your way in the right amount of time.
Understand the two types of escalation
You can have your escalation based on function or you can have it configured on hierarchy. A functional escalation moves a ticket up to a specialist when the customer care executive fails to resolve it. On the other hand, a hierarchical escalation includes consulting with a manager or some high level executive in case, more resources are required to get the incident resolved.
In a strictly functional escalation, the Escalation Process is well defined and very clear. If the people in your organization, follow it the escalation process works like magic.
Hierarchical escalation comes into play when escalation rules are a bit smoggy or your customers overuse the escalation.
The above escalation rules work smoothly and help you resolve customer issues faster than you would have deemed possible. Now, you only need an efficient Ticketing System to put the SLAs in place. So, if a ticketing system is what you are looking forward to, then Kapdesk is where you should head to.