Designing a Seamless Escalation Process for Support

You are tasked with designing a seamless escalation process for a customer support system. Please outline a detailed step-by-step process that effectively resolves complex issues swiftly and efficiently. Include considerations such as identifying critical escalation points, defining roles and responsibilities, communication protocols, and success metrics. Ensure the process balances customer satisfaction with operational efficiency. Provide examples of best practices and potential pitfalls to avoid. Aim for a high level of clarity and include any templates or tools that might enhance the process.