Support tiers distribute customer inquiries across levels of increasing complexity, with simple questions handled by Tier 1 and complex issues escalating to higher tiers.
Support tiers structure a customer service team into levels: Tier 1 handles simple, common questions (password resets, order status), Tier 2 handles more complex technical issues, and Tier 3 resolves the most advanced issues, often with product team involvement.
This model drives efficiency: most questions get resolved quickly by Tier 1, while specialized knowledge stays reserved for the cases that truly need it.
Bugalou supports tiered support with routing rules that automatically escalate questions to the right level based on complexity, topic, or prior resolution attempts.
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