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Editor's note: This article was originally published in , and has been updated for completeness. Giving customers the best experience is critical to running a business, and that sometimes means solving tedious problems. This is where upgrade management comes in. Escalation management experts on the customer phone Ideally, your customer service team can resolve issues quickly. However, your team may need to work on certain issues for longer periods of time, or you may need to cycle through team members with advanced product knowledge.

Download: Templates to help you put your customers first Download Now Escalation Management Phone Number List provides a set of tips and procedures your team can use to handle difficult customer conversations and provide a higher level of support when needed . In this article, you'll learn the basics of upgrade management, as well as helpful techniques your team can use to eliminate friction. Table of Contents What is a Customer Service Upgrade? Escalation Management Best Practices Escalation Management Examples Improve Customer Retention with Escalation Management What is Escalation Management.



When customer service agents are unable to provide an answer or solution to a customer problem, they need to pass the problem on to someone else. This is called upgrade management. There are three main types of upgrade systems: function upgrade, automatic upgrade and hierarchical upgrade. Depending on your customer's problem, your business may need to use one, another, or all three methods. What is escalation management when a customer service agent passes a problem or customer complaint to someone else.