Swapnika Nag
|
Jan 17, 2024
Delivering exceptional customer support requires staying ahead of potential issues and ensuring every inquiry gets the attention it deserves.
That’s where Periskope's Automated Escalations & Notifications come in. This powerful feature guarantees that no customer message goes unresolved, and every high-priority issue is addressed promptly—even during after-hours.
Proactive Escalations & Notifications are designed to streamline your customer support processes by leveraging smart, automated workflows.
They keep your team informed and responsive by escalating unresolved messages, flagging high-priority issues, and ensuring critical messages are addressed—no matter the time of day.
Use Cases for Automated Escalations & Notifications
Escalate Unresolved Messages: Unresolved messages can quickly lead to dissatisfied customers. To prevent this, Periskope automatically escalates flagged messages that remain unresolved for 30 minutes to a supervisor. An email alert is also sent, ensuring swift action and resolution.
Flag High-Priority Messages: High-priority messages deserve immediate attention. This feature identifies messages from VIP customers or those containing urgent keywords like “urgent” and “priority.” Notifications are instantly sent to the assigned agent via email or WhatsApp, ensuring timely responses.
After-Hours Escalations: Critical issues don’t always occur during business hours. When messages containing terms like “emergency” arrive after hours, the system sends SMS or email alerts to the on-call manager. This ensures no critical message is overlooked, even outside of standard working times.
How to Set Up Proactive Escalations & Notifications
Signup to Periskope and create a trial account
Go to the Automation Rules section in the Periskope dashboard.
Click on “New Rule” and select the option to create from scratch.
Set the Trigger: Select the relevant trigger (like "New Chat Created" or "New Message Received") as the trigger.
Adjust Criteria: Define the specific conditions or filters such as keywords or SLAs
Add an Action: Choose “Send Email” or "Forward Message" as the action
Simply signup to Periskope, connect your WhatsApp, and setup automation rules right away! You can also book a demo our team for a walkthrough.
