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Handled By: Homeowner-trained Support Agents & Resolution Specialists

Background: There may be instances when an installer or customer will leave a negative review or comment on a public internet platform (Google, LinkedIn, Better Business Bureau, IL Shines). When necessary, our Marketing and Communications department will create a Support ticket for us to address these comments.

- Complaint: Social Media ComplaintGo 3

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

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

  • 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

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

  • Transfer the email to the Email - Escalations queue

Resolution Specialist

  • Park the email until you have an update

  • Create a Case on the customer record in Salesforce

    • Primary Request Type

    • - Select the topic of the complaint

    • Secondary Request Subtype - Select a subtopic

    • Case Source - Select the complaint entity

    • Secondary Case Source - Select specific media

    • 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

  • Proceed to Step

  • 2

3

Expand
titleSample Email:

2

Contact Homeowner (phone call followed by email)

Gather information regarding the complaint

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

  • Follow the matrix below for the next steps

Info

  • .

IF:

THEN:

  • Complaint is related to an installer’s actions.

  • Follow relevant process(es)

  • Notify the homeowner’s installer escalations contact based on the “When and how to escalate Installer Complaints” SOP

  • Inform the homeowner of our attempt to streamline communication with their installer:

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 43

  • Complaint is related to EverBright’s actions.

  • Follow relevant process(es)

  • Go to Step 43

4

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

3

  • Unpark the original email and reply with case updates.

    • cc yourself on the email thread

  • Reply with:

    • Summary of prior support communications and dates (Omnidian, Launch, Support)

      • Including details regarding prior concerns, resolutions, and monitoring portal reviews

    • Copy of the email sent to the Homeowner and date (if applicable)

    • Copy of the homeowners email response and date (if applicable)

    • Deatiled Summary of the phone call and date (if applicable)

Note

NOTE:

  • When responding with updates to the Homeowner’s account, be more specific with details, including specific dates when attempting to contact the customer or providing updates

    • e.g: “We attemped to reach on (date)”

  • Increase the frequency of communication with homeowners by reaching out 2 to 3 times per week (Phone calls and/or Emails) to ensure regular updates and active management