Do you know, 90% of the customers rate immediate service as very important, whereas the other 93% of customers are likely to repeat purchases after a positive customer service experience? Thus, tiered support will allow you to provide quick and insightful resolutions to your customers. 

Through this article, we will guide you on the types of customer support tiers, how to enable them, and much more.

So let’s dive in and check the content in this article:

Benefits Of Tiered Customer Support

Tiered customer support filters customer queries and solve them as per their complexity. All the complaints are handled differently and provide support accordingly. Let’s look at some of the benefits that you can face if you implement a tiered support model.

  • Quick customer support: The first tier usually consist of chatbots/ knowledge base, which ensures that simple queries are resolved at the first point of contact. This assists you in providing quick customer support. 
  • Reduces cost: With the help of automation, you can easily solve queries and reduce the cost of hiring new customer support agents. It even allows you to save on hardware that is required by your customer support agents.
  • Scale up customer experience- When your customers will receive quick and robust customer support, their experience in your store would scale up and they will tend to stick for a longer period of time.

Tiered Service Model

tiers of support

Customer service tiers usually consist of 4 levels, let’s have a look at all of them.

#0 Tier: Self-Service Customer Support

The first tier in support allows you to automate your customer support and provide quick customer resolution. The queries it can resolve are where is my order, how to log in, how to check out, and many more. All these queries are simple and do not require much of your attention to solve.

A well written knowledge base, chatbot, and automated responses come under tier 0 of customer support.

#1 Tier: Common Customer Issues That Might Require Some Guidance

Your tier 1 agents are supposed to solve 45% to 65% of all issues that your business receives. The agents that come under tier 1 should gather all the information that they could with the information that they should collect is the customer id, the error they are facing, the log field, screenshots, and more

They should clearly identify what the customer is going through and should provide them with the most appropriate solution. Tier 1 consists of support like live chat, email, social media interaction, and phone calls. `

#2 Tier: Solving Complex Issues

Tier 2 agents usually comprise more experienced staff that can handle complex customer queries. They take over from the tier 1 agents by collecting the information they have gathered. Tier 2 agents usually have access to your billing and refund portal, and offer support to third parties or partners.

They provide support through video calls, live chat, ticketing software, and an account management system. 

#3 Tier: High-Level Troubleshooting

The tier 3 customer support consist of account managers and support engineers that have access to all the high-level company/product information. The agents under the tier 3 category usually assist a small percentage of clients or the clients that lie under the VIP category.

The support they provide can be through a video call or in-person support. 

Best Practices To Implement Tiered Support Model

Here are the three best practices that will allow you to implement tiered customer support.

Integrate With A Chatbot

tiered services

A chatbot allows you to provide tier 0 customer support. These bots can attend to your customers in real time and solve their queries using stored responses or knowledge base articles. This ensures that your customers receive a quick and insightful resolution to their queries. Helplama’s chatbot allows you to provided tier 0 support and can help you provide quick customer support.

Use  A Helpdesk To Manage The Queries

Through helpdesk you can manage incoming tickets and route them to the right agents. You can also view all the tickets on a single platform that gives you an overview of all the tickets that have been solved or are still pending.

The helpdesk even helps you in managing or creating a knowledge base from scratch, comes with a chatbot, allows you to prioritize customers, and many more. Helplama Helpdesk provides unlimited tickting feature, knowledgebase management, ticket assigning, and more.

Train Your Agents On How To Work Under A Tier Support Model

You should inform your agents well about their roles and responsibilities that come under the tier they have been placed. For example, you should train the low-tier agents on how to face the customers ( as they are the first point of contact for your customers after the chatbot ) and how to gather all the required information from them.

Next, you can use your high-tier agents to train the new agents and teach them all the necessary information. You can even give them roles on who will manage the knowledge base. Your tier 1 agents can write articles for your knowledge base, tier 2 can proofread/post them, and tier 3 can make sure that the articles are updated regularly.

Moreover, Helplama can also hire new customer support agents on your behalf. They hire experienced agents across the US and train them as per your need, which ensures that no malpractice is followed while they resolve queries.


Now, in the end, we hope that this article has helped you gain some fresh knowledge on tiered customer support. Tiered customer support allows you to provide quick and insightful support to your customers. This allows you to retain customers and scale up customer experience in your store.

However, if you are looking for software that can assist you in providing tiered customer support, then you should try Helplama Helpdesk. You can provide tier 0 support with the help of Helplama’s chatbot and knowledge base management feature. 

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