Escalation Best Practices
When our Concierge agents escalate a conversation to your team, we need your support and expertise to quickly get the right answer back to the customer.
What to Expect ✈ Escalation emails A net-new escalation email is sent to your CX email every time a Concierge agent needs additional assistance from your team. 💡 PRO TIP Star, filter, or sort emails from escalations@concierge.attentivemobile.com so you don’t miss escalated conversations when they come in. ❕ Nudge emails and de-escalations If you don’t respond to an escalated conversation, we’ll send you a “nudge” after 24 hours to remind you to do so. If you still don’t respond after 7 days, we’ll “de-escalate” that conversation and not follow up with the customer at all. |
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Handling Escalated Conversations
✉ Reply directly to the escalation In your reply to the escalation email that the Concierge agent sent, include the appropriate resolution information that our agents should use to answer the customer’s questions. | ⏱ Reply as quickly as possible Customers expect fast responses on SMS, so prioritize resolving Concierge escalations within an hour of receiving them to provide the best customer experience. |
Need help?
Email concierge@attentivemobile.com with additional questions.