What is the first action a CSM should take when a customer escalates a technical issue?

When a customer escalates a technical issue, the first action a Customer Success Manager (CSM) should take is to assess the availability of resources to address the issue. This is crucial because it enables the CSM to understand what support and tools can be mobilized to resolve the escalation effectively.

By evaluating the resources available, the CSM can determine if the technical team has the bandwidth and the skills necessary to tackle the problem. This assessment also allows the CSM to set realistic expectations with the customer regarding response times and potential solutions. If the necessary resources are not available, it can lead to delays in resolution, which might further frustrate the customer.

Ensuring that the right resources are in place not only helps in delivering a timely resolution but also allows the CSM to communicate more effectively with the customer about what steps will be taken moving forward. It establishes a foundation for a structured approach to resolving the issue and reinforces the CSM's role as a supportive partner in the customer's journey.