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Handled By: Homeowner-trained Support Agents & Resolution Specialists

...

Note:

  • Ensure all created linked tickets include “Social Media” in the Label field.

    • Ensure to update the original Support ticket received from Marketing to ensure they’re aware of all activities and communication taking place with the homeowner.

    STEP

    ACTION

    1

    • Follow the matrix below for the next steps based on your role

    IF:

    THEN:

    Homeowner-trained Support Agent

    • Notify the Resolution team of a received Social Media ticket:

      • Internal Comment: Tag (@) Resolution

    • Stop

    Resolution Specialist

    • Proceed to Step 2

    2

    • Create a Linked Support Ticket

      Update Label: “Social Media”

      Case on the customer record in Salesforce

      • Request Type - Complaint: Social Media Complaint

      • Case description

        • Gather as much information as possible:

          • Review Engine

          • If available, review closed and, or open Support Tickets and link them in the case description

    • Upload any supporting documentation directly to the case via the related tab on the case

    • Go to Step 3

    3

    • Attempt to contact the homeowner via phone or email to inform them of our internal review and to gather additional information, if available

    Expand
    titleSample Email:

    “Hello [Name],

    My name is [Your Name] and I’m reaching out regarding your concerns about [Provide a brief description of the issue]. I have escalated your concerns with our internal team and will provide an update as soon as possible. In the meantime, I also wanted to see if there was any additional information you would like to provide?

    Thank you,

    [Your Name]

    • Collect and document as much information as possible directly on the case.

    • Follow the matrix below for the next steps.

    Info

    Note: Adhere to Homeowner Outreach 101 when performing homeowner outreach.

    IF:

    THEN:

    • Complaint is related to an installer’s actions.

    Expand
    titleSample Email:

    “Hello [Homeowner’s Name],

    I have escalated your concerns with your installer to streamline the communication process and will provide an update as soon as possible.

    Thank you,

    [Agent’s Name]

    • Go to Step 4

    • Complaint is related to EverBright’s actions.

    • Follow relevant process(es)

    • Go to Step 4

    Note

    4

    • Attempt to achieve resolution.

    • Did homeowner express positive sentiment following resolution?

    • If yes,

      • Attempt to have negative posting updated or removed.

      • Inform Market and Communications of our attempt to have the posting updated or removed.

      • Close ticket(s) and Stop

    Expand
    titleSample Email:

    Hello (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 thoughts are really valuable to our business, and we would be grateful if you can please consider updating your review to reflect your most recent experience with our business.

    Kind Regards,

    [Agent’s Name]

    • If no,

      • Close ticket(s) and Stop