In customer service, escalated queries are those that require a higher level of support. Sometimes, an agent may be unable to resolve a customer’s problem to their satisfaction. Or perhaps, they might be faced with a complicated query that’s beyond their level of expertise. During such cases, the customer’s query or complaint needs to be escalated.

It emphasizes the fact that each issue or incident is handled appropriately in real-time, and before it gets too out of control to do so.

The main aim of customer escalation management is to ensure that customers are satisfied at all times and that negative incidents don’t dampen their experience.