Tiered Customer Support is Dead

...And That's Good for Business!


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Customers are more and more frustrated with the level of service they experience these days, due to long hold times, repeating issues multiple times to different agents, and having to contact a company over and over for the same reason.

Historically, customer support departments have used a “Tiered” or “Level” model of support with an average of 3-5 levels. These customer support tiers are based on both the level of complexity and the skill level of the agent. 

Unfortunately this structure is very limiting (and frustrating) for both the support agent AND the customer. 

Why a tiered model is bad for both the agent and the customer
How agents learn more and become more valuable in a collaborative system
Why a tiered model promotes poor customer service