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Support operations articles

Running a support team day to day: routing, escalations, SLAs, complaints, coverage and processes.

Customer Service Operations: How to Run Support Day to Day
Support operations

Customer Service Operations: How to Run Support Day to Day

How a consumer brand runs customer service operations: channels and hours, staffing, routing, tiers and escalation, complaints, sale peaks and a weekly rhythm.

Amrit Raj··22 min read
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Escalation Management: Matrix, Ownership and AI Handoff
Support operations

Escalation Management: Matrix, Ownership and AI Handoff

Escalation management for consumer brands: functional vs hierarchical escalation, a matrix by request type, owners, deadlines, customer updates and AI handoff.

·23 min read
Ticket Routing in Customer Service: Methods and Measures
Support operations

Ticket Routing in Customer Service: Methods and Measures

Ticket routing decides who handles each customer request and how soon. Methods, routing by request type, SLAs per route, common failures and how to measure it.

·20 min read

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