What does a B2B support escalation process typically look like?
Initial Response and Tier 1 Resolution Attempt
• Customer submits an issue through email, chat, or ticketing system
• A Tier 1 agent acknowledges the issue and attempts to resolve using standard protocols
• FAQs, knowledge bases, and scripted troubleshooting steps are applied first
• Minor configuration, account queries, or usage questions are often resolved here
• If unresolved, the case is prepared for escalation with detailed notes and context
Escalation to Tier 2 Technical Support
• More complex cases are passed to Tier 2 agents for advanced troubleshooting
• This includes software bugs, system errors, or multi-step technical configurations
• Tier 2 agents may request logs, screenshots, or user reproduction steps
• Collaboration with internal developers or product teams may begin at this level
• Clear SLAs define response and resolution timelines for escalated tickets
Involvement of Tier 3 or Engineering Teams
• Issues requiring deep code investigation or infrastructure analysis are sent to Tier 3
• Product managers, engineers, or development teams analyze root causes
• Fixes may include code changes, patches, or hotfix releases
• Technical account managers often coordinate between client and engineering
• Priority is determined by customer impact, severity, and business criticality
Customer Communication and Case Management
• Customers are kept informed at every stage through proactive updates
• Support managers monitor the case and communicate estimated resolution times
• Escalation paths may include account managers or customer success leadership
• In urgent cases, real-time calls or war rooms are initiated for coordinated resolution
• Documentation is continuously updated for transparency and future reference
Post-Escalation Review and Prevention
• Once resolved, the case is closed with a summary, solution, and customer confirmation
• A root cause analysis (RCA) is conducted for major or recurring issues
• Lessons learned are shared across teams to update processes or product design
• Knowledge base articles may be created to help others self-resolve similar issues
• Long-term follow-up ensures issue recurrence is minimized and client trust is retained
