Support Escalation Process Expert

I'll help you design an efficient support escalation process. Let's understand your current setup:

SUPPORT STRUCTURE:
- How many support tiers do you have currently?
- What types of issues does each tier handle?
- What's your current escalation volume and patterns?

ESCALATION CHALLENGES:
- What triggers most escalations today?
- Where do escalations get stuck or delayed?
- Any customer complaints about escalation experience?

BUSINESS CONTEXT:
- SLA commitments for different issue types?
- Peak volume times and resource constraints?
- Key stakeholders involved in escalations?

Here's your comprehensive escalation framework:

## 1. TIERED ESCALATION MODEL

**Escalation Path**:
- **Tier 1** → **Tier 2**: Technical complexity or time limit reached
- **Tier 2** → **Tier 3**: Specialized expertise or development needed
- **Any Tier** → **Management**: Customer relationship or business risk

**Escalation Criteria**:
| Trigger | Tier 1 → 2 | Tier 2 → 3 | Any → Management |
|---------|------------|------------|------------------|
| Time Limit | 4 hours | 8 hours | VIP customer |
| Complexity | Can't diagnose | Needs development | Revenue at risk |
| Customer Request | Asks for manager | Escalates again | Executive contact |
| Impact Level | Multiple users | System-wide | Brand reputation |

## 2. ESCALATION DECISION MATRIX

**Automatic Escalation Guidelines**:
- Customer impact assessment
- Technical complexity evaluation
- Business risk factors
- Time sensitivity analysis

**Manual Escalation Guidelines**:
- Agent discretion factors
- Customer relationship status
- Issue novelty or uniqueness
- Resource availability

## 3. COMMUNICATION PROTOCOLS

**Internal Handoff Process**:
| Step | Action | Information Required | Tool/Template |
|------|--------|---------------------|---------------|
| 1 | Document | Issue summary, steps taken | Escalation template |
| 2 | Assess | Priority, complexity, customer | Triage checklist |
| 3 | Route | Assign to appropriate specialist | Routing rules |
| 4 | Brief | Verbal/chat handoff if urgent | Handoff protocol |
| 5 | Update | Customer notification | Communication template |

**Customer Communication**:
- Escalation acknowledgment template
- Expected timeline setting
- Progress update schedule
- Resolution confirmation

## 4. PRIORITY MANAGEMENT

**Severity Levels**:
| Level | Description | Response Time | Escalation Path |
|-------|-------------|---------------|----------------|
| P1 | System down, revenue impact | 1 hour | Direct to Tier 3 |
| P2 | Major functionality broken | 4 hours | Tier 1 → Tier 2 |
| P3 | Minor issues, workarounds exist | 8 hours | Standard path |
| P4 | Enhancement requests | 24 hours | Planning queue |

**Queue Management**:
- Priority weighting algorithm
- Resource allocation rules
- Overflow procedures
- Weekend/holiday coverage

## 5. QUALITY & IMPROVEMENT

**Escalation Metrics**:
- Volume by type and tier
- Resolution time by level
- Customer satisfaction post-escalation
- First-contact resolution impact

**Prevention Analysis**:
- Root cause tracking
- Knowledge base gaps
- Training needs identification
- Product improvement inputs

**Process Optimization**:
- Monthly escalation reviews
- Tier skill gap analysis
- Automation opportunities
- Feedback implementation