Tiered Support

What is tiered support? 

Tiered support refers to a structured system in customer service that efficiently addresses customer queries by organizing them into different levels or tiers based on their complexity and the expertise required for resolution.  

Benefits of tiered support include: - 

1. It provides streamlined customer support identifying the most appropriate tier for each query. 
2. It allows businesses to allocate resources effectively, ensuring that the right team addresses each request. 
3. It establishes clear escalation paths for more complex problems leading to their faster resolutions. 

How does tiered support work? 

Tiered support consists of several tiers, each serving a purpose and setting a priority to queries. Some helpdesks use two to three tiers while other helpdesks use five or more. Each tier solves a particular type of issue and requires a specific skill set. Tier 2, for instance, only works on an issue once Tier 1 has resolved it or determined that it can’t be handled at their level. 

Let's understand a three-tier support system for example: - 

• Tier 1: Handles basic technical support, such as password resets or common software issues. 
• Tier 2: Addresses more complex issues that require deeper technical knowledge. 
• Tier 3: Deals with advanced technical problems, including diagnostic testing and in-depth analysis.