Support Services

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.

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

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  • 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

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