Overview
The Issue Escalation Feature in LiveRecover allows our agents to seamlessly escalate customer issues to your support team during an SMS conversation. This feature keeps the entire communication within SMS, enhancing the customer experience by avoiding email redirection.
How the Escalation Process Works
Agent Initiates Escalation:
When an agent cannot find a solution on your website during an SMS conversation, they inform the customer:
“Let me loop in our support team for some extra help. I’ll get back to you as soon as I have more information. Thanks for your patience.”
The conversation is paused while the issue is escalated to your support team.
Escalation Email Sent:
An email is automatically generated and sent from VYG Support - support@mail.vyg.app to your support team, including a brief description of the issue.
Support Team Response:
Your team reviews the email, provides the necessary information to resolve the issue, and replies directly to the escalation email.
Agent Communicates Resolution:
Once your team replies, the LiveRecover agent relays the resolution back to the customer via SMS, ensuring a smooth continuation of the conversation.
Knowledge Base Integration
LiveRecover agents track recurring issues based on escalations. When patterns are identified, new entries are created in your knowledge base. This helps reduce future escalations by empowering agents to resolve similar issues faster.
Best Practices for Using the Issue Escalation Feature
To maximize the effectiveness of this feature, follow these best practices:
Use Your Primary Support Channel:
Ensure that your Escalation Email is up to date and linked to your primary customer support team. This allows escalations to be handled as standard tickets.
Update Your Escalation Email in Settings:
You can easily view and update your escalation email under Shop Settings.
Proactively Build Your Knowledge Base:
Encourage your team to provide clear and detailed resolutions. This will help our agents document common issues and grow your knowledge base, improving response efficiency over time.
If you need help or want to learn more about these updates, feel free to reach out at support@liverecover.com for any questions.