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Customers may leave a negative review or unpleasant experience via a social media platform. Our marketing team will escalate the concerns to the support team to follow up and provide assistance to the customer. Ideally, our targetted targeted goal is to find the root cause and assist our the marketing team with our social media image.
Processes
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Label: Social Media
Message to homeowner:
“Hello [Homeowner’s Name],
My name is [Agent’s Name] and I’m reaching out in regard to your concerns about [Provide a brief description of the issue]. I wanted to see if there was anything I can help out with and provide assistance. I have escalated your concerns with our internal team and will provide an update as soon as possible. In the meantime, is there any additional information you would like to provide so that we may further investigate?
Thank you,
[Agent’s Name]
Once the ticket has been created and the message has been sent, proceed with the following "Escalating Complaints" SOP.
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Label: Social Media
Reply to homeowner:
“Hello [Homeowner’s Name],
My name is [Agent’s Name] and I’m reaching out in regard to your concerns about [Provide a brief description of the issue]. I wanted to see if there was anything I can help out with and provide assistance. I have escalated your concerns with your installer to streamline the communication process and will provide an update as soon as possible. In the meantime, is there any additional information you would like to provide so that we may further assist?
Thank you,
[Agent’s Name]
Installer Linked Ticket
Subject: Homeowner Concern - Homeowner Name
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Reporter: The installer’s Email AddressRequest Participant: Account Manager
Support Channel(s): Applicable Entries
Label: Social Media
Add the account manager as a ‘watcher’ on the ticket
Reply to Installer:
Hello,
[Homeowner Name + for Job Address [Enter Job Address] has reached out to us with the following issue: [Enter Issue Type + Provide a brief description of the homeowner’s complaint + HO Contact Information]. Please reply to this email as soon as possible with your plan to reach the customer and resolve their issue.
Regards,
[Agent’s Name]
If Installer is Unresponsive
Follow back up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt.
Follow If the installer has not responded within 2 days, follow this SOP for "Installer unresponsive to Homeowner or Support" It is expected for the Installer to respond within 24 hours.
Reply to the installer:
Hello,
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If Resolved and Installer Issue, then replied to the homeowner:
Dear (Customer Name),
Thank you for giving us the opportunity to resolve this issue! We want to again apologize for any inconvenience this might have caused. Your review is really valuable to our business, and we would be grateful if you can please consider updating the review to reflect your most recent experience with our business.
Best Regards,
[Agent’s Name]
Close tickets