De-escalation provides customers of the Self Service website with an opportunity to perform additional research before contacting the call center.
De-escalation has the following options, accessible in the Service Administration > Self Service > SegmentName> Contact Us configuration page:
De-escalate only when no solutions have been viewed – de-escalation advice should only occur when the customer’s search has returned zero results
Number of solutions to show – the number of suggested solutions to show to the customer
When de-escalation is enabled, the Contact Us page initially prompts the user to describe their problem in detail. When the form is submitted, a search is performed with the information from the detailed description provided. Results are displayed as suggested solutions to the customer’s question.
Clicking on the Send to a Customer Representative link displays call center contact information as shown:
E-mail – e-mail is sent to the call center
Callback – call center representative calls the customer
Phone – telephone number provided for the call center
You can specify different settings for each segment in the Self Service website. For example you may want to provide Premium customers with a 24-hour pager number, while Standard customers can only send e-mail. You can also provide multiple listings for each method (for example, multiple phone numbers). The settings are localizable for different user locales.
