Delivering exceptional customer support requires real-time notifications and efficient ticket escalations. Callgoose SQIBS ensures your team can stay proactive and responsive to customer needs.

Key Features
1.Real-time Notifications:

• Notify teams instantly via SMS, Email, or Phone when a critical issue arises.
• Example: Support teams are alerted immediately about a payment gateway outage affecting customer transactions.

2.Escalation Management:

• Define escalation rules based on response time and priority levels.
• Example: Automatically escalate unresolved VIP customer issues to the support manager after 15 minutes.

3.CRM Integrations:

• Seamless integration with platforms like Salesforce and Zendesk.
• Example: Create and update support tickets automatically based on customer interactions.

Real-World Examples
Example 1:

• Problem: A SaaS company experienced SLA breaches due to delayed ticket escalations.
• Solution: Automate escalations based on SLA thresholds, reducing SLA breaches by 50%.

Example 2:

• Problem: Support teams missed alerts during off-hours.

• Solution: Send multi-channel alerts (email, SMS, and mobile app) to on-call agents, ensuring no critical alerts are missed.
  Benefits

• Faster ticket resolution improves customer satisfaction.

• Reduced manual intervention with automated workflows.

• Enhanced SLA adherence with timely escalations.

Ready to revolutionize your Customer Support?
Contact us for a demo of Callgoose SQIBS!

Final Thoughts
In conclusion, incident response teams are indispensable assets in today’s business world, serving as the first line of defense against a myriad of threats and disruptions. By investing in these teams and empowering them with the necessary resources and training, organizations can effectively mitigate risks, protect their assets, and maintain operational resilience in an increasingly volatile environment.
Callgoose SQIBS is a cutting-edge automation platform designed to elevate your organization’s resilience, reliability, and operational efficiency. With powerful On-Call scheduling, real-time Incident Management, and Incident Response capabilities, it ensures your systems are always on and responsive. Whether you need Process Automation, Runbook Automation, Incident Auto-remediation, IT request automation, or Event-Driven Automation, Callgoose SQIBS empowers you with comprehensive solutions. Stay connected and in control with notifications via Mobile App (Android, iPhone), Email, SMS, Phone Calls in over 30+ languages across 200+ countries, and seamless integrations with Slack & Microsoft Teams. Empower your team to trigger, acknowledge, and resolve incidents directly from Slack & Microsoft Teams. Discover why Callgoose SQIBS is the superior PagerDuty alternative in the market.

Originally published at
https://resources.callgoose.com/blog/customer_support__real-time_notifications_and_escalations