This schematic
diagram of three-tier Customer support shows the various tiers relate the
customer. Usually Customer Support is integrated throughout the entire organization.
Well-managed interaction between the Helpdesk (Tier 1), TAC (Tier 2), and Escalation
(Tier 3) provides support targeted to user needs.
It is often illustrated
as a triangle, where its head illustrates Tier-1 of support, the initial point
of contact for the customer. Each level of escalation is wider, as tier-2 and
Tier-3 are normally have much more expertise to focus on.
In my
perspective, I’m seeing an “upside down’ triangle, where its base is the Tier-1
and head’s is Tier-3.
The reason,
regardless the type of support you provide, the lower the (tier) level of
support, their knowledge, in high level covers (should be) all product’s
aspects while the higher the (tier) level goes, they are focused in vary narrow
aspects of the product.
Confused? Don’t
be…
Tier-1 needs
to have high-level of knowledge with product’s current feature set as well as the
roadmap. Basic troubleshooting skills for the product as well as its eco-system
(i.e. if I’m supporting a server, I need to know to troubleshoot the client as
well as the network in between). The HelpDesk representative, need to determine
if the problem is with a creation sub system or another, so when they will
escalate it, it will reach the relevant TAC team.
Tier-2, aka
TAC, focuses on part of the system, with more knowledge, they can “dive” into
lower level of that system/service for troubleshoot and fix.
Tier-3 –
R&D like team focuses a specific server or service to provide resolution for
a problem.
See the differences?
The wider the base is, the vast knowledge
the helpdesk has will make your support organization stable and efficient.
Less escalation
means that cases are being closed faster
and efficient.
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