3. Document and implement your escalation management framework
Posted: Wed Jan 22, 2025 8:19 am
For the sake of the organization, consider coupling your escalation management strategy with permissions and approvals. Doing so keeps your reps’ tasks organized and creates a sense of accountability, plus canada b2b leads
ensures that the right tasks go to the right people.
You won’t nail your escalation management plan right out of the gates. All great strategies evolve through iteration, so don’t beat yourself up trying to outline every possible escalation situation prior to implementing your work.
Instead, document your process in an accessible space, like a training resource drive or knowledge base. Use this as an opportunity to highlight the iterative nature of this work. Include a call-to-action that encourages agent feedback so you can stay up to date on how the process adoption process is going.
From there, you’ll need to implement your process throughout your customer service tech stack. That might look a little bit different depending on your tools of choice. For example, in Sprout Social, case routing is set up using our AI-powered Case Management solution. With Case Management, system administrators set up rules that automate case creation and routing.
The "Create New Rule" dialogue box in the Sprout Social app. The tool uses if/then logic to determine how cases should be routed and to which teams.
4. Create a tailored escalation management strategy for social customer care
Social customer care is in a league of its own. On social media, customers sing your praises or air out their grievances in public, impacting your brand’s reputation along the way.
ensures that the right tasks go to the right people.
You won’t nail your escalation management plan right out of the gates. All great strategies evolve through iteration, so don’t beat yourself up trying to outline every possible escalation situation prior to implementing your work.
Instead, document your process in an accessible space, like a training resource drive or knowledge base. Use this as an opportunity to highlight the iterative nature of this work. Include a call-to-action that encourages agent feedback so you can stay up to date on how the process adoption process is going.
From there, you’ll need to implement your process throughout your customer service tech stack. That might look a little bit different depending on your tools of choice. For example, in Sprout Social, case routing is set up using our AI-powered Case Management solution. With Case Management, system administrators set up rules that automate case creation and routing.
The "Create New Rule" dialogue box in the Sprout Social app. The tool uses if/then logic to determine how cases should be routed and to which teams.
4. Create a tailored escalation management strategy for social customer care
Social customer care is in a league of its own. On social media, customers sing your praises or air out their grievances in public, impacting your brand’s reputation along the way.