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Customer
Support & escalations
The Customer Support department delivers consistent, high-quality responses. Origin 137 centralises channels and knowledge base, suggests AI-assisted responses and structures escalations.
Problem
Responses vary by agent, escalations are unstructured and it is hard to guarantee quality and compliance (claims, commitments).
Impact
Consistent quality responses, faster escalation handling and improved customer satisfaction.
Solution
- Centralise channels (email, chat, tickets) and customer context in one queue.
- Suggest responses from presets and knowledge base with claim checks.
- Route complex cases to the right experts with context and history.
- Log every response and escalation for quality and audit.
Control points
- •Validation of sensitive responses (legal, commitment)
- •Use of approved presets and KB
- •Escalation traceability
Indicators
- •Average handling time
- •First-contact resolution rate
- •Customer satisfaction
Concrete examples
- •Multi-channel support with response suggestions
- •Technical escalation with customer context
- •SLA tracking and automated reminders
Typical tools
ZendeskIntercomFreshdeskSlack
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