Slimbot
Customer service
Escalations
Difficult cases automatically land with the right person.
What is Escalations?
Escalations ensure that a ticket that is too complex or too important automatically reaches the right team member. You set the rules and Slimbot monitors that urgent or sensitive questions do not remain unanswered. This way, every customer receives the attention that suits their situation.
How does it work?
- Determine when a ticket should be escalated, for example in case of a complaint or high urgency.
- The AI recognises such cases and forwards them to the right person or department.
- The team member involved receives an immediate notification with all context.
- You track the status of escalated tickets separately in your overview.
Use cases
Benefits
- Urgent questions never go unnoticed.
- The right person picks it up immediately, with all the context included.
- Fewer dissatisfied customers through quick follow-up of complaints.
- Clear agreements about who handles what.
Frequently asked questions
How does the AI know when something needs to be escalated?
You set the rules yourself, for example on keywords, customer type or urgency. The AI recognises those situations and acts accordingly.
Can I send different types of questions to different people?
Yes. You can determine per topic or department who receives an escalated ticket, so it always lands with the right person.
Does the customer notice this?
For the customer, it is seamless. They only notice that they are helped well and quickly by the right person.
Also within Customer Service
Deploy Escalations for your business?
Slimbot sets everything up for you. Start for free or request a tailored demo.