Dealing with Customer Escalation is a part of running any organization. You can think of an escalation as a communication breakdown. Even if you have the customers’ best interest in mind, things can and will go wrong. The key is to consistently resolve the escalations and use the opportunity to grow the relationship with the 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 these examples will give you a good starting point.
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 types of products will have different relevant goals.
Minimize the number of new escalation
Number of open escalations in the last 30 days.
Trend of open escalations in the past 12 months.
Resolve open escalation in less than 30 days
Escalation time to resolution.
Ensure constant progress of existing escalations.
Ensure customer trust during and post escalation
Customer feedback or NPS.
Customer health during and after escalation.
Escalation by Status
Escalation by Reason
Recently Closed Escalations
Repeat Customer Escalations
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 an Escalation Storm
Who should I reach out to with a problem?
Document and automate consistent and structured engagement models for your team during customer adoption. Since escalations are reactive by nature and triggered by customers, they are best handled by SuccessPlays.
A. Kick Off
D. Post Resolution
Schedule the resolution meeting
Get feedback post escalation
Automate your communications on behalf of the company or the customer success manager using campaigns to send automated emails triggered by various goals. Here are a few examples:
New User Welcome Email
“Welcome [John] to [Company/product]. Here’s what you should be using”
Drive Feature Usage Email
“You’re missing out on [value]”
“This is what you’ve done/accomplished so far”
Winback User Email
“We miss you”
Post-Feedback Follow Up Email
“Thank you for sharing your experience with us, we would love to hear more”