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Our critical issue escalation process

This is part of our ongoing series on scaling customer service, based on our Customer Service Scaling Timeline. This month we’re covering Stage Four.

At the beginning of last month, we said that customer service processes will save you. This is never more true than when things go wrong. You can panic (many companies do) or you can have a plan in place. What happens if the site goes down at 11pm? Who gets called? What gets communicated?

Here at UserVoice we recently implemented a new process for escalating critical issues. Below I’ve embedded the presentation I gave to our team.

Is this a perfect process? Nope. But it’s something, and hopefully it’ll give you somewhere to start from.