Escalation in customer service refers to the process of transferring a customer's issue to a more senior or experienced agent, often due to a lack of specific skills or knowledge required to resolve the query. Brands typically have established workflows and processes in place for managing escalation, which can be automated through service level agreements (SLAs) that trigger automatic escalation if issues are not resolved within a certain timeframe. Effective escalation management is crucial in ensuring customer satisfaction and building trust with customers, as it enables teams to quickly resolve issues and transfer customers to the right individuals at the right time, ultimately reducing resolution times and improving the overall customer experience.