How can we continue to improve our handoff process over time?
Ongoing optimization comes from a steady feedback loop. At SupportNinja, we track escalation-related KPIs (i.e., escalation rate, CSAT, wait times, and resolution rates), then revisit the handoff design for any ticket type that keeps generating friction. We schedule regular performance reviews to connect data back to process decisions and adapt your escalation framework as your products, customers, and ticket volume evolve.
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