How many support tiers do you need?

[fomayof928@mowline]

Tier 2: This tier of support is typically provided by in-house technical experts. It’s meant for customers dealing with specialized problems that extend beyond basic troubleshooting. This tier offers a deeper level of expertise to address more complicated challenges.
Tier 3: This tier is provided by highly specialized technical experts. Issues escalating to Tier 3 may include persistent challenges that call for developer investigation or questions from advanced users working croatia b2b leads with a more tailored version of your product or service.
How to define customer service tiers for your business
To define your tiered service approach, begin by assessing the different support issues your business usually deals with. Customer service reports in your help desk software to get a clear view of recurring issues, along with those that may not happen as often but take up a significant amount of bandwidth when they do.

Once you’ve got a clear view of the business’s average support caseload, it’s time to evaluate those issues against the current structure of your customer service team. Match the expertise of your support agents with the difficulty of the issues they handle. This ensures that each support tier is well-equipped to handle specific challenges effectively.

As you implement your tiers, you’ll probably notice both shortcomings and opportunities. Document these and share them back with your team. This will establish a dialogue that supports ongoing strategic refinement, benefitting both your team and your customers.

An example of tiered support in action
Let’s take a peek behind the Sprout curtain to show what this all looks like in practice.