Social Media Response Process

Topics:

• How are responses to social media posts handled?
• Who monitors Sub-Zero social media?
• Process for contacting a customer that has left feedback on Facebook, Twitter, or Instagram

Answer:

A third party and Sub-Zero Group's Marketing department monitors Sub-Zero Group's social media accounts, including Facebook, Twitter, and Instagram.

• Depending upon the severity of the issue, Marketing may direct a customer to call Customer Care directly.
• If the issue needs to be addressed quickly, Marketing will ask us to reach out to the customer.
• If a response to a customer post is necessary:
  • Noah Slesar receives a Sprout Social task. The task provides available customer contact information and requires follow-up.
  • Noah creates an Infor CRM Advocate ticket with available customer contact information and emails the ticket to [email protected] for follow-up.
  • Advocate will reach out to customer.

• Advocate notifies Noah that contact has been made and will work towards a resolution.
  • Document Infor CRM ticket.
  • Email Infor CRM ticket to Noah.
• Noah updates Sprout Social task to Closed.
• Advocate will continue to work case until a satisfactory resolution is reached.

• Advocate notifies Noah unable to contact.
  • Document Infor CRM ticket.
  • Must indicate one of the following:
    • Left voicemail.
    • No voicemail available.
    • Made connection with household member other than posting party.
  • Email Infor CRM ticket to Noah.
• Noah updates Sprout Social task and the following post is made to social media:
  • “Our Customer Advocate, (Advocate name), has left you a voicemail. Please contact us at your convenience at (800) 222-7820.”
  • Noah updates Sprout Social task to Closed.
• Advocate will continue to work case until a satisfactory resolution is reached.
  • Follow Closing Advocate Cases - Best Practice.