How to Handle Social Media Complaints

Background

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 targeted goal is to find the root cause and assist the marketing team with our social media image.

Processes

Our marketing team will create a support ticket. The ticket will have the customer’s name and contact information with a description of the homeowner’s complaint. The support agent will create a linked ticket and proceed accordingly. Before contacting the customer, gather as much information as possible. Search customer information on the Engine, open and close Jira tickets, and familiarized yourself with the case. Raise any red flags as an internal comment on the ticket submitted by the marketing team and tag the Homeowner support supervisor.

Create a linked EBH ticket

For Compliance/Legal/Fraud

Homeowner Linked Ticket - Follow "Homeowner Outreach 101" for support channels and support channel attempts.

Subject: Homeowner Concern - Homeowner Name

Description: Job Address

Request Type: General Inquiry (Update Accordingly)

Reporter: The homeowner’s Email Address

Support Channel(s): Applicable Entries

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.

The homeowner does not want to be helped

Escalate to the Support supervisor to offer a gift card to avoid any further upsets.

Installer Complaints

Homeowner Linked Ticket

Subject: Homeowner Concern - Homeowner Name

Description: Job Address

Request Type: General Inquiry (Update Accordingly)

Reporter: The homeowner’s Email Address

Support Channel(s): Applicable Entries

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

Description: Job Address + Brief description of the issue

Request Type: Complaint (Update Accordingly)

Reporter: The installer’s Email Address

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.

If the installer has not responded within 2 days, follow this SOP for "Installer unresponsive to Homeowner or Support"

Reply to the installer:

Hello,

We just wanted to follow up on this issue. Please reply to this email to confirm receipt notification.

Regards,

[Agent’s Name]

Updating Tickets Feed

Provide status updates to corresponding parties and proceed accordingly.

How to close tickets

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