{"id":27608,"date":"2022-06-14T10:53:32","date_gmt":"2022-06-14T09:53:32","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27608"},"modified":"2024-11-15T16:20:58","modified_gmt":"2024-11-15T16:20:58","slug":"what-is-tiered-support","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-is-tiered-support\/","title":{"rendered":"What is tiered support?"},"content":{"rendered":"

Tiered support refers to support models that are organized with multiple levels or tiers of support.<\/span><\/p>\n

These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns.<\/span>
\n<\/span>
\n<\/span>A tiered support customer service model involves creating different levels or \u201ctiers\u201d of support to help you more easily allocate resources, create escalation paths, and give each customer service challenge the right level of attention. <\/span><\/p>\n

The first tier is usually reserved for quick-fix issues, while subsequent tiers require increasing levels of expertise and knowledge.<\/span><\/p>\n

“Tiered support models are most common in companies where customer challenges may be recurring or common”<\/p><\/blockquote>\n

Tiered support models are most common in companies where customer challenges may be recurring or common, and where IT or product teams need to be on-hand to help troubleshoot specific issues.\u00a0<\/span>
\n<\/span><\/p>\n

What does a tiered support model look like in practice?<\/b><\/h2>\n

Typically, a tiered support model follows a numbered hierarchy with different levels of support assigned to each tier. A sample tiered support model might look like this:<\/span><\/p>\n