Harnessing loyalty > Escalation and support

Acknowledging and then seamlessly escalating your customers' problems and questions to an assisted support channel such as email, online chat, or a call centre is the key to offering good support.

How we do it
  • Ticketing system Support is easier when multiple staff members are involved. You can see when a request is being responded to and who's responding, so it’s easier to keep track of issues and time spent answering them.
  • Live chat With a faster response time than ticketing systems, live chat support is a good way to quickly dispel issues and move users forward, guiding them through potentially confusing processes and obstacles.
  • Social channels Companies are far more responsive on Twitter than via traditional means. It’s faster, cheaper and publicly addressing customer’s problems can strengthen a brand.