Customer escalating after initial support contact - Operational Scenarios

What's happening

A customer contacted support about an order issue and received a response, but the problem was not resolved. They are now escalating through multiple channels—email, social media, payment dispute, or repeated tickets. The initial interaction may have appeared resolved in your system, but the customer disagrees.

Signals you're in trouble

Customers escalating to social media or payment disputes after initial contact
Threads marked "resolved" while customer is still asking questions
Same issue reopened multiple times under different ticket IDs
Same customer contacting support through multiple channels
Support metrics showing high "first response time" but low "resolution rate"

Questions worth asking

Whether anyone knows if tickets auto-close based on time rather than explicit resolution
If customers contacting via multiple channels create duplicate records that no one can connect
How agents know if a previous response was actually delivered or read
Whether there is a single system of record showing order assignment
If there is any mechanism for reviewing "closed" tickets that receive delayed replies

Related operator insights

"Your support team knows what is broken before your dashboard does."

— Mike R.

"Customers forgive mistakes, they don't forgive silence."

— CX Head