Earshot for support escalations
Support escalations
Hear frustration and churn threats early, and stay calm and specific.
For support leads and CSMs handling escalated customers.
Before: you add
- Ticket summary
- The resolution you can offer
- Risks you expect
After: you get
A clear recap of fixes and dates your customer can follow.
During: in your notch
● Frustration heard
“This is the second time this quarter.”
Try: “What would it take to rebuild your confidence this month?”
1 · Before
Prepare in two minutes
Add ticket summary, the resolution you can offer, risks you expect. Upload your ticket export and Earshot reads it for context.
2 · During
One quiet signal at a time
Listens for frustration, churn threat, repeat issue, escalation request and more.
3 · After
A 60-second debrief
A clear recap of fixes and dates your customer can follow.
Quick answers
- How does Earshot help with support escalations?
- Before: you add ticket summary, the resolution you can offer, risks you expect. During: Earshot listens for moments like “Frustration”, “Churn threat”, “Repeat issue”, “Escalation request” and shows one short card, like “Frustration heard: This is the second time this quarter.” with a suggested line. After: a clear recap of fixes and dates your customer can follow.
- Who is it for?
- Support leads and CSMs handling escalated customers.
- Does Earshot record the call?
- No. Audio is turned into text a few seconds at a time and thrown away. Transcripts are off unless you turn them on, and the other person never sees Earshot.
- What do I need?
- Google Chrome or Microsoft Edge on a computer, with your call (Google Meet, Zoom, Teams or Webex) open in a browser tab. A Mac notch app is coming.
- How much does it cost?
- Practice calls are free. Live calls for support escalations cost $20 or €20 once, yours forever. Students pay $16 with a school email.
Guides for hard moments
Also in this group