Picture this: You log on for the day to see what customer inquiries came in overnight. The majority are asking if hours will be adjusted during an upcoming bank holiday. One person, however, is frantically trying to figure out why they were overcharged by your business. Who are you prioritizing?
If you answered “we route these issues to the appropriate support agent”, then you’re probably familiar with the concept of customer service tiers. These tiers make it easy to provide all customers with speedy, reliable service regardless of the issue at hand, setting your team up to provide more quality customer service.
In this guide, we explain the basics of tiered support, along with tips on how to tailor the approach to your social customer care processes.
What are customer service tiers?Why do organizations use tiered support?The basics of tiered customer serviceHow social customer service tiers look different from standard support tiersHow to set up customer service tiers in Sprout
The article on 'Customer Service Tiers: Its Essence and Implementation Strategies' offers a comprehensive guide for enhancing customer experiences by detailing different service tiered systems, highlighting the importance of personalization as well.
The article on 'Customer service Tiers: What they are and how to create them' effectively elucidates the significance of differentiated levels for enhancing customer satisfaction, outlining key strategies necessary towards establishing a comprehensive system.
