How to automate the customer support escalation process

Before Ortto launched our live chat feature Talk, our Support team had to manually escalate queries to sales and success via Slack. This manual task was time-consuming, left room for error, and could cause delays for important escalations.

Once we introduced Talk, Global Head of Customer Support, Emily Mclaren, set up simple workflows that streamline this process, saving her team hours every single week.

In this 3-minute video, she walks you through an operational journey that automates the customer support escalation process.