One of the key factors for customer retention is keeping your customers happy. Taking a long time to address customer escalations will cause you to lose them. Identifying and addressing segments of customers with a high number of escalations is critical to retaining customers.

Since escalations are reactive by nature and triggered by customers, they are best handled by SuccessPlays.

Here's a typical customer Escalation SuccessBLOC. You can customize it for your own business, but it will give you a good starting point.

Goals & KPIs.

A high number of escalations will usually drive to churn. Good product adoption translates into high license utilization, usage frequency, use of the high-value features and more. Please keep in mind that different type of products may need only a few of these.

Too many open support escalations

KPI # of support tickets

Escalated $

KPI $ in escalation

Resolve open escalation

KPI Resolution time

Minimize escalation

KPI Open escalation over time

NPS after escalation

KPI Customer NPS after an escalation


Escalated customers

15 days post escalation customers

Escalated customers with more than 3 open escalations

Strategic escalated customers

Best Practices.

Help your team with company and industry best practices to reduce learning and training time and create consistency across your engagements.

How to deal with escalation storm best practices

Who should I reach out to with a problem?


Document and automate consistent and structured engagement model for your team during customer escalation

Too many open support escalations

Task Escalate internally

Task Run an investigation with the customer

Task Address any open issue with the customer

Task Once identified the CSM should convey the message to the right team

Task Follow up to make sure the issue does not occur

Escalated $

Task Escalate internally

Task Run an investigation in the company to identify high $ value customers in risk

Task Reach out to the customer giving him visibility for the focus effort on his account

Task Once identified, the CSM should convey the message to the right team

Task Follow up to make sure the issue does not occur

Address escalation quickly

Resolve open escalation

Minimize escalation

Customer satisfaction post escalation


Automated communications on behalf of the company or the customer success manager.

New User Welcome Email

“Welcome [John] to [Company/product]. Here’s what you should be using”

Goal Orienting new users and guiding them to the right features they need to be using

Targeting New users of accounts after onboarding

Drive Feature Usage Email

“You’re missing out on [value]”

Goal Driving feature usage

Targeting Users that are not using a specific feature

Progress/Status Email

“This is what you’ve done/accomplished so far”

Goal Exposing champions to their company usage and value they are getting

Targeting Customer champions

Winback User Email

“We miss you”

Goal Identifying why users stopped using and driving them back to use your product

Targeting Users who were active in your product and recently stopped

Post-Feedback Follow Up Email

“Thank you for sharing your experience with us, we would love to hear more”

Goal Reach out and follow up with users once they share their feedback

Targeting Users who filled in an NPS


Customer-centric companies run on Totango

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