Definition
The formal process of routing a customer issue to a higher support tier, specialist, or manager when it cannot be resolved at the current level.
Cite this definition
"Escalation", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Escalation
Business Importance
Defined escalation paths and response-time triggers are typically written directly into SLA terms, since undefined escalation is one of the most common sources of enterprise client dissatisfaction.
Industry Examples
An unresolved complaint automatically escalates to a shift supervisor if it remains open past 24 hours.
Related Terms
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
Want to try it on your own program? Start with a 3-month pilot