Use cases / Customer escalations
Angry customer, refund dispute, SLA breach - you're in a meeting. DelegateZero handles it correctly, using your policies, your precedents, and your tone. The customer gets an answer. You get an audit trail.
The scenario
A customer is angry about a refund. They're past your stated refund window, but they experienced a real outage. They're on your Operator plan - they've been a customer for 14 months and their renewal is in 3 weeks. Your support team is asking what to do. You're in a board prep meeting.
Without DelegateZero: the ticket sits. The customer gets an auto-response. Your support rep either over-refunds to avoid conflict or under-refunds and the customer churns. You find out about it later - usually after the damage is done.
With DelegateZero: the request is evaluated, the context is retrieved, and your judgment is applied in real time. The customer gets a response that reflects how you would have handled it.
Your refund policy is clear - but edge cases aren't. DelegateZero applies the policy, weighs the exception context (SLA breach, customer tier, renewal timing), and decides whether to execute, draft for review, or escalate.
When an outage triggers SLA penalties, the calculation isn't just math - it's a judgment call about how to protect the relationship. DelegateZero knows your history with the customer and how you've handled similar situations.
Some customers need a firm response. Some need empathy first. Your playbooks and entity notes tell DelegateZero which is which - it doesn't apply a generic template.
How it works
Customer-level information - plan tier, MRR, relationship age, open issues, prior escalations, renewal date. DelegateZero knows this customer's history, not just this ticket's facts.
Your refund policy, SLA terms, escalation thresholds, and compensation rules. The hard guardrails that DelegateZero never crosses without explicit escalation to you.
How you've handled similar situations before - the 46-day refund you approved, the SLA credit you declined, the exception you made for a specific account type. DelegateZero uses these to apply consistent judgment.
Step-by-step guidelines for specific escalation types. "When a customer claims outage-related data loss, do this" - structured process that DelegateZero follows as a starting point, then adapts with context.
Every decision DelegateZero makes generates a permanent audit URL. For customer escalations, this is unusually powerful.
Send the customer the decision trace. They see exactly how the decision was made - the policy applied, the context considered, the reasoning. Transparency doesn't just close the ticket. It builds trust.
For your team: every escalation is a teachable moment. The audit log shows exactly why DelegateZero made the call it did - and where the policy gap is if you want to change the outcome next time.
Ready to stop being the escalation bottleneck?
Load your refund policy, add your customer entities, set your escalation threshold. Most founders are handling escalations automatically within the first week.
