How to Handle Escalations in Chat

Purpose:

This guide outlines the steps to follow when managing escalation requests during chat interactions, ensuring customer concerns are addressed efficiently and escalated to the right channels when necessary.

Step 1: Attempt to De-Escalate the Chat

Your first priority in any escalation is to try and calm the customer. Here’s how:

• Use De-Escalation Techniques:
  • Refer to this detailed guide for tips on how to de-escalate chat interactions: How to De-Escalate a Chat : Support Services
  • Acknowledge the customer's frustration and show empathy by using phrases such as:
    • “I understand your concern and will do everything I can to resolve this for you.”
    • “I truly apologize for the inconvenience and appreciate your patience as we work on this.”

Step 2: If De-Escalation Fails, Escalate to Leadership

If de-escalation efforts do not succeed and the customer insists on speaking with a manager or supervisor, follow these steps:

Send an Instant Message (IM) to the CS-Leadership Team

1. Notify Leadership:
   • Send an IM to the CS-Leadership team letting them know that a customer requires escalation. Provide a brief summary of the issue to prepare them for the chat handover.
2. Warm Transfer the Chat:
   • Once a member of the Leadership team is available, warm transfer the chat by letting the customer know that you're transferring them to a leader who can further assist.
   • Example: “I’m going to transfer you to a member of our leadership team who will be able to assist you further. Please stay connected while I transfer the chat.”

Step 3: If Leadership is Unavailable

If no one from the Leadership team is immediately available, proceed with the following steps:

1. Submit a Ticket via Freshdesk
   • Submit a Freshdesk ticket and assign it to the CS-Leadership group.
   • Use the CS-Leadership Escalation Ticket Template (detailed below) to ensure all relevant information is captured for the escalation.
2. Provide Leadership Contact Details as a De-Escalation Tool
   • If the customer continues to escalate and refuses to wait for leadership involvement, offer direct contact details for Leadership.
   • Example: “I understand your frustration, and I assure you someone from our Leadership Team will follow up with you directly. Here are their contact details if you’d prefer to reach them directly:”
     • Elisha: 469-393-6391
     • Alexa: 469-393-6362
3. Apologize and Assure Follow-Up:
   • If the customer is not satisfied with this, apologize and reinforce that their concerns will be addressed as soon as possible.
   • Example: “I apologize for any inconvenience, and I can assure you that we’re working on resolving this for you. Someone from Leadership will contact you as soon as possible.”
4. Notify Leadership:
   • If you provide Leadership’s contact information to a customer, give your leadership team a heads-up via IM or email so they know to expect the call or follow-up.

Step 4: Submitting an Escalation Ticket

When creating an escalation ticket, first you must verify that the contact information, email, and phone number are updated in the chat.

 

Then, use the following CS-Leadership Escalation Ticket Template within Freshdesk:

 

• MID (Merchant ID):
   Provide the MID if applicable.
• Date of Initial Call/Chat/Email:
   Include the date when the issue was first reported.
• Merchant/Customer Name:
   Note the name of the person you spoke with during the escalation.
• Authorized Contact Confirmation (Merchant Only):
   If dealing with a merchant, confirm whether the individual is an authorized contact.
• De-escalation Steps and Freshdesk Solutions Used:
   Specify any de-escalation techniques or Freshdesk resources used before the escalation.
• Summary of the Issue:
   Briefly summarize the issue that caused the escalation.

 

Step 5: Filling Out Freshdesk Ticket Fields

When submitting an escalation ticket, ensure that all required ticket fields are filled out accurately. Freshdesk’s cloud-based system allows you to track escalated issues and complaints. Be sure to categorize the ticket correctly by selecting the appropriate Escalation Type from the list below:

Escalation Type Categories:

• General Complaint:
  • Account Funding
  • Account Set-Up Issue
  • Billing or Invoice Issue (Merchant Only)
  • Commissions (Partner Only)
  • FCRA Inquiry (Consumer Only)
  • Merchant Funding Issue
  • Product / Operations Issue
  • Other
  • Support Provided
  • Transaction Related (Consumer Only)
• Complaint Agencies:
  • Better Business Bureau (BBB)
  • News Agencies
  • Other Complaint Agencies
  • Attorney General
  • Federal Trade Commission (FTC) Inquiry
  • Law Enforcement (Other)
  • Police Inquiry
• Legal Issues:
  • Security and Exchange Commission (SEC)
  • Legal – Asset Freezes
  • Legal – Attorney Inquiry
  • Legal – Customer Threats
  • Legal – Injunctions
  • Legal – Other
  • Legal – Probate Issues
  • Legal – Subpoenas
  • Legal – Succession Issues

After selecting the relevant escalation type, ensure all necessary fields, including the Escalation Channel, are also completed in the Freshdesk ticket.

Final Tips for Chat Escalation Handling:

• Be Empathetic and Professional: Always show empathy for the customer’s frustration, even if the issue is beyond your control.
• Keep the Customer Informed: Let the customer know what you’re doing at each step, whether it's escalating to leadership or submitting a ticket.
• Use Confidence in Communication: Even if you need to escalate the issue, present solutions and follow-up steps with confidence to help ease the customer’s concerns.
• Don’t Hesitate to Use Leadership Contact as a Tool: Sometimes providing direct contact information can help de-escalate the situation.

Other Escalation Process

• Escalation Levels : Support Services 
• Customer Threats - Escalation Process : Support Services