Customer escalations challenge many support organizations, especially those providing complex, high-value offerings. When a customer escalates it can be very expensive – often 10 to 20 times more than the cost of a regular case, and it also drains operational resources away from the business. More importantly, the odds a customer will churn increase significantly from an escalation.
Unfortunately, many organizations are completely unable to predict escalations and are often forced to operate in a reactive, fire-fighting mode. The goal for any support organization should be to become more adept at predicting and preventing escalations to avoid costly flare ups and ultimately lead to improved customer retention and revenue protection.
Join two support leaders and technology veterans as they discuss escalation management challenges and solutions as well as the industry trends that are making it even more difficult to stay ahead of this issue.
In this webinar, you’ll learn:
- How to assess and improve your support team’s escalations management function
- The key people, process, and technology capabilities needed to become a more proactive support organization
- How to apply AI and NLP to better understand and act on the Voice of the Customer signals in real-time to directly reduce escalations
- How to prioritize the right customers and support cases to maximize customer success outcomes
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue