Escalation Matrix is an important document that defines how the escalation should happen and who should handle the support incidents at each escalation level.
What is an escalation?
In a scenario where the customer is not pleased with the product or service, interaction/resolution with agents and wants someone at a higher level within the organization to resolve the customer queries.
The escalation hierarchy levels are usually denoted as triangle with different escalation levels. The matrix reduces wait time and provides quick turnarounds. The escalation matrix helps to resolve the support tickets as soon as possible.
The customers register queries and complaints with the support desk. Customers can escalate if the issue is unresolved. The customer escalates if no response from the support team after repeated attempts, unsatisfied resolution, etc. The escalation crosses level 1, and the customer can contact escalation Level 2/3.