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.
I understand and agree that there’s still a process involved. It does depend on internal workflows and the collaboration between different teams. Sometimes it can delay the process especially if the approver is unavailable. It’s about getting the issue to the right people who can resolve it and the problem to the people best equipped to solve it.