5 Tips to Predict and Prevent Customer Support Escalations

Join two support leaders and technology veterans as they discuss escalation management challenges and solutions.

  • Thursday, July 1

  • 10.00 AM PT / 1 PM ET

Register Now

By submitting form you agree to our Privacy Policy.

What you will learn:

5 Tips to Predict and Prevent Customer Support Escalations

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

SPEAKERS

Francoise Tourniaire

Founder, FT Works

Jono Williamson

Lead Solution Consultant, SupportLogic

About SupportLogic SX

The Continuous Service Experience Platform

  • Seamlessly integrate with your existing ticketing system
  • Read every ticket and automatically extract signals using AI/NLP
  • Maintain context across conversational and ticket boundaries
  • Predict outcome and provide proactive recommendations with intelligent workflows
Learn more