Quote from: Text on Today at 09:19:16 AM

Maybe some of the support agents are new and might not yet be aware of the implementation of a tiered support system that allows them to escalate issues to the correct teams when necessary. That way, problems can be resolved more quickly reducing customer frustration. However we can see the efforts of MonkeyTilt in ensuring clear communication to provide us with accurate information.

I believe that staffs have to be trained about their platform, services and flow of customer support internally including escalating support stream. However, they will have to send it to a contact point and wait for an approval to see that case is accepted to an Escalating support or have to wait in a normal stream.

In addition, even with Escalating support, that staff will have to wait for answers from his internal colleagues in Escalating process. All these takes time, and the Escalation word doesn't mean that issues will be resolved instantly after an escalation is submited by that staff.

Quote from: PX-Z on Today at 02:59:24 PM

Yes, that's how customer support works for larger scale and large user base business. It's to accommodate more users for a certain issue then another for another issue, unlike if someone (or team) who handles all issue including technicals, it will take more and longer queue to accomodate another user if that happens since most technicals issue takes time to resolve.

That explains in big corporations, sometimes customers are disappointed with customer support because there are many contact points and only one or two miscommunication between staffs internally can break the flow, and customers will have to wait endlessly for answers. It happens with all companies, but as a service providers, they must analyze their process, detect issues, and fix them if they want to satisfy users and gain more success for their business.