𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: We’re investing heavily in deflection right now! Better help centre, AI assistant, the works.
𝗠𝗲: That’s smart. Deflection is important. The more you can resolve up front, the more scale you get.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: Exactly. It’s where we’re seeing the most ROI.
𝗠𝗲: Totally fair. But just one thing, don’t let deflection overshadow escalation.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: What do you mean?
𝗠𝗲: Deflection keeps tickets from being created.
Escalation is what happens when tickets really matter, when they hit a complexity wall, involve multiple teams, and start to impact customer trust.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: Yeah… escalations are where we usually lose time. It’s chaotic.
𝗠𝗲: Exactly. And when customers do need a human, and that human needs help, a smooth escalation flow becomes your safety net.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: But it’s hard to get that right.
𝗠𝗲: Not if you’re using the right tools.
We’ve seen teams using Pluno Copilot streamline this a lot, just one click and the handoff and management are clean.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: So engineers don’t have to chase us down for missing context every time?
𝗠𝗲: Nope. They get everything upfront, steps to reproduce, links, logs, priorities.
Support saves time. Engineering saves time. Customers get faster resolutions.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿: We’ve been so focused on reducing tickets, we forgot to optimize what happens when one does need escalation.
𝗠𝗲: And that’s where real loyalty is won or lost.
Plus, with escalations usually coming from enterprise customers, getting those wrong costs more than just time.
Deflection helps you scale.
But escalation is where you show up.
Make sure both are solid.
#customersupport