How to Reply to CX Escalations on CX Genie
🎯 Purpose:
To handle escalated tickets professionally within CX.Cashkr.com (CX Genie), ensuring clear responses, fast resolutions, and proper documentation.
🪜 Step-by-Step Process
🔍 Step 1: Identify Escalated Tickets
Escalated tickets are usually:
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Marked with “High Priority” or “Escalated” status
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Mentioned in internal notes or flagged by the CX Manager
Use filters in CX Genie Dashboard:
Status → Escalated / Priority
Tags → “Urgent”, “Payout Issue”, “Pickup Delay”, etc.
📖 Step 2: Read the Entire Ticket Thread
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Review customer’s original complaint
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Check all previous responses, attachments (screenshots, IDs, etc.)
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See if Ops or Vendor Team was already tagged
🛠 Step 3: Investigate Internally (If Required)
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Open Admin Panel → Check order details, logs, vendor actions
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Contact relevant teams (Ops/Vendor/Finance) via email if clarification is needed
✍️ Step 4: Draft a Clear & Professional Reply
Your reply should include:
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Acknowledgement
“Thanks for bringing this to our attention.”
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What was found
“We’ve checked the logs and confirmed that…”
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Action taken / resolution
“The payout has now been reprocessed.” OR
“The vendor has been flagged and will not be assigned further orders.”
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Next steps (if any)
“The issue has been resolved. Please monitor and update if the customer still reports trouble.”
✅ Step 5: Change Ticket Status
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If resolved, set status to “Resolved”
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Add internal tag (if used) like: #payout_fixed or #vendor_warned
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Add final resolution note in remarks for future reference
📌 Example Reply:
Hi Team,
We’ve investigated the payout complaint for Order ID #12345.
The vendor marked it picked up, but did not complete the payment due to missing ID proof. Customer was unaware.
Action taken: Vendor has been informed, and payout has now been completed manually.
Kindly confirm with customer and close the ticket if no further issue.
— CX Support
✅ Best Practices
|
✅ Do |
❌ Don’t |
|---|---|
|
Always verify before replying |
Don’t assume based on summary |
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Use clear, professional language |
Don’t use slang or informal tone |
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Document what you did |
Don’t leave response blank |
|
Loop in team if required via comments |
Don’t delay response if urgent |