Escalation Options as part of Right Channeling

The escalation strategy for website users of IntelliResponse is critical and is part of a "right channeling" strategy that the company must consider. Escalation options are driven by 2 completely different drivers:

Customer's desired actions - a customer might want to escalate to another channel for a variety of reasons, including (i) answer was wrong, (ii) didn't like the answer even though it was correct, (iii) happy with response but has specific account related questions to ask an agent, and (iv) happy with answer and now wants to apply/buy the product/service.

Company's desired actions - the company may wish to offer an escalation option for these reasons (i) answer was wrong - don't want to upset the customer more, (ii) customer is trying to cancel the service and the company wants them to speak to a live agent to try and save the customer, or (iii) customer is exhibiting buying behavior and the company wishes to escalate to a Live Agent to try and "close the sale".

Based on these considerations, the available escalations which can be deployed as part of an IntelliResponse deployment are:

• Search appliance for keyword search to see if the answer is available this way
• Email if the answer is wrong but there is no agent currently available
• Click-to-chat or click-to-call to escalate to a live agent immediately