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Absolutely, we actually have an internal process where our first level team members can contact a senior team member for input and we collaborate on the call.
That makes sense! I've always wondered what happens BTS in these situations lol.
Yes, of course! We tell customers that when we have something to clarify. Hope this helps.
Absolutely, thanks! :)
Yes we usually do it when need to get approval for a refund or credit
Escalate a customer complaint to a manager
Get help with a technical issue
Find out more information about a product or service
There are certain things that can only be done after approval from the manager or supervisor. Also, if an agent is fairly new, they might not know what to do in certain situations. That's where they reach out to their supervisors. It takes time to explain the whole situation that's why you get that line.
At my place, we can't actually do anything. We put in notes, that go to the higher-ups in pretty much any scenario. Just depends on who it's going to. And then we get notes back to tell the customer yes or no. It is so confusing and makes little sense or point to me, but that's how my job is at least.