Social Media Customer Service Escalation Process
Customer Service
Escalation Process
Social Media Processes
Process Document Information
Current Information
Current document revision: 1.2
Compiled on: April 26, 2018
Compiled by: SMRT
Approved by: Vincent Tobias
Document History
Name
Vincent Tobias
Vincent Tobias
SMRT/Vincent
Tobias
Date
10/16/2017
4/26/2018
Revisio
n
Notes
1.0
Initial Document
1.1
Revised version
Revision: Updated tags, POC and
1.2
scenarios
added
Social Media Customer Service Escalation Process
Document Title: Social Media Customer Service
Escalation Guidelines
Introduction
This document provides clear guidance on what the Social Media Team must do when escalating
Technical Support cases.
Overview
On social media, we monitor a lot of conversations. Most are technical support related and knowing
when and how to escalate these cases is important. This guide will help Social Media Coordinators
on how to escalate Technical Support cases accordingly.
SOCIAL CUSTOMER SERVICE ESCALATION
Objectives:
•
•
•
Document the Generic engagement guidelines to promote ease and sensitivity when
responding to Social Media posts from customers;
Define the elements of the qualification process;
Create a venue for process improvement by ensuring there are existing documents that will be
subject for audits/reviews.
Scope:
•
All Junior Coordinators, Social Media Leads/Points of Contact, and Team Captains for Belkin,
Linksys and Wemo Customer Service Support teams
Responsibilities:
•
Junior Coordinators – to identify which Support Group to escalate the case to
•
Social Media Leads/Points of Contact & Team Captains – Possess an in-depth
understanding of the Social Media support. They assist our clients in the rollout of social
media strategies by ensuring guidelines and procedures are properly observed.
Coverage:
Cases transferred from the Social Media Reponse Team to Customer Service Department
Escalation Groups
BRAND
Linksys, Wemo, Belkin Net
Belkin Non-Networking
REGION
US and Canada
Australia and New Zealand
Asia Pacific
Europe and Middle East
India
Latin America
United Arab Emirates
Global
QUEUE / ESCALATION
POINT
Customer Service NA
CS-ANZ
CS-APAC
CS-EMEA
CS-India
CS-LATAM
CS-UAE
Belkin Support
Social Media Customer Service Escalation Process
Guidelines:
• Junior Coordinator to qualify if the case is subject for any Customer Service related
escalations o RMA
o Refunds
o Model Exchange
o Product Registration
• Junior Coordinators to identify which Support Group to escalate the case to
•
Support Groups and
Queue o Customer
Service
▪
All Networking cases (Linksys, Wemo, Belkin Net)
▪
Set Case Status to NEW
• NA - Customer Service – NA
• Intl – Per Region
o CS-EMEA/CS-LATAM/CS-ANZ/CS-APAC
(whichever region applies)
• Set Case Status to NEW
o Belkin Non-net – Belkin Support
▪
Set Case Status to ESCALATED
▪
All Belkin non-net cases, regardless of the region, will be assigned to
Belkin Support if customer communicates in English
▪
If customers from non-English regions needs to be escalated to CS, SMRT
JC must set customer’s expectation that the CS representative can only
assist him in
English
STANDARD APPROACH
Note: It is expected that when a Junior Coordinator creates a case for CS escalation, he/she already has
edited the
Customer’s Account information with the following details:
• Name (first name, last name)
• Phone number
• Email Address
• Theater (based on customer’s location/state/country)
Create a Case
•
•
•
•
•
•
•
•
•
Junior Coordinator will open Customer’s Account by clicking Account Name
Click Create Case, set the Case Record Type to Social Media, hit Continue
Associate the case to the customer’s Contact Name (handle/username/vanity name)
Enter Subject following the format Channel: Handle (SKU)
e.g. Twitter: @customer (WRT3200ACM)
IR Number (if applicable)
Social Media Memo = Escalated-CS
Language = English
Customer Service Brand
Case Type = Social Media
Social Media Customer Service Escalation Process
•
•
•
•
•
•
•
Case Origin
o If Email Case is solicited, Case Origin should be the Channel where the email
was solicited from (e.g. Reviews-Linksys, Community-Linksys)
Tick the Escalation box under Escalation Details
Select Escalation Reason
Select Escalation Priority
Hit Save
Set TS Problem/Solution
Create Asset
Create a Call Log
•
Go to Feed > Call Log
o State the purpose of the escalation (e.g. Replacement, Refund, Order
Placement, etc.) o Brief description of the problem
•
•
o State if receipt/DOP was provided (for applicable
cases) o State if there are file attachments (photo, etc.)
o Other important notes and specific customer requests (e.g. Approver, customer
prefers email support only)
Set Status
Set Case Owner
Email Format for Escalation Notification (for applicable cases only)
To: SMRT Leads distro
CC: SMRT Team distro
Subject Format: :<(Escalation Case Number)>
e.g. Twitter: Abraham Linksys (012345)
Body:
Screenshot of customer’s post
Link to post
Product info: Make and Model of device; firmware/driver version
Brief storyline on what happened
The Junior coordinator gathers relevant information to substantiate the case created on Salesforce
• Checks SalesForce for any existing customer account before creating an account/a case
• If customer has an existing case regardless of Case Origin (Social or other LOBs), determine
if it falls under CS Escalation – Networking or CS Escalation – Non-Networking
CS Escalation - Networking
•
For Linksys Networking products, JC will ask for the serial number and check entitlement status
via SN Lookup tool, or ask for DOP
- Inform the customer of the entitlement status
- For devices out of Complimentary Assisted Support, JC to set the customer’s expectation
that CS will discuss with him his options
- For VIP customers, ask for Leads’ approval
Social Media Customer Service Escalation Process
•
For Belkin and Wemo products, ask for DOP (no need to ask for serial number since there
is no SN Lookup tool for this brands)
Scenario
Social needs to escalate a case to
CS
(fresh issue)
Customer reached out to Social to
follow-up on a case currently
RESOLVED under Customer
Service;
Resolved Case originated from
Social
Action
(Create Case
Statu
vs Edit)
s
Create
New
Edit
New
Tagging on SFDC
Additional
Case Type
Case Owner
Instruction
Social
Media
Customer
Service Group
NA
Social
Customer
Append a note to
Media
Service Group
the Open case
Social
Media
Customer
Service Group
Append a note to
the Open case
Social
Customer
Media
Service Group
Social
Customer
Media
Service Group
Social
Media
Customer
Service Group
(Case Origin = Social Media)
Customer reached out to Social to
follow-up on a case currently Open
(Escalated/Pending/Updated) under
Customer Service; Open Case
originated from Social
Edit
New
(Case Origin = Social Media)
Customer reached out to Social to
follow-up on case currently Open
(Escalated/Pending/Updated) under
Customer Service; Open Case did
NOT
originate from Social
Create
New
NA
(ex. Case Origin = Phone/Chat)
Customer reached out to Social to
follow-up on a case currently
RESOLVED under Customer
Service;
Resolved Case did NOT originate
from
Social
(ex. Case Origin = Phone/Chat)
Customer reached out to Social
about
a CS-related case RESOLVED
under
tech Support group
(ex. Case is from Phone, L1, Chat)
Create
New
Edit
New
NA
Append a note to
the Open case
Social Media Customer Service Escalation Process
CS Escalation – Non-networking
•
JC needs to ask for the receipt, except for Belkin NN’s MixIT cables & overlays, and photo for
hardware
defects
o If cable is faulty but no physical damage, ask customer to cut cable in
half Approved Spiel:
For us to proceed with the replacement, please send us a photo of your Belkin cable cut
in half. Once we receive your confirmation photo, we will have a new product shipped
out to you within 1-2 business days. Delivery times vary between 2-5 business days.
You are not required to send us your old cable back to us. After sending the photo,
please feel free to dispose of the cable how you see fit.
If you have any further questions, please reach out to us. Your case number for your
reference is
o Do not ask customers to cut cables that are obviously damaged
o Do not ask customers to cut cables that are to be sent to Irvine for
investigation o Do not ask customers to cut cables identified by clients as
exceptions
o Proceed with the escalation even if POP and photos were not provided
▪
Update the case once customer provides the POP and photos
NOTE: Cables and power surge protectors less than $50 should be incapacitated by
cutting the cable in two
Non-Net RMA Considerations:
• New RMA process is for NA only
▪
•
Own the RMA; do not ask customer to process STORE replacement regardless of DOP
Social to follow through on RMA process for other Regions
▪
Advise customer to process STORE replacement if applicable
Tagging in
SF
Scenario
Action
Case
Status
Social needs to escalate a
case to
CS
(fresh issue)
Customer reported a CS
concern
for a different product
Create
Escalate
d
Create
Escalate
d
Create
Escalate
d
Customer reached out about a
different product
Case
Type
Case
Owner
Social
Belkin
Media
Support
Social
Media
Belkin
Support
Social
Belkin
Media
Support
Follow-up on any escalated
case
Not yet catered by Belkin
Support
Edit
Present
Social
Present
Value
Media
Value
Additional
Instruction
NA
NA
NA
Append a note the
Open Case; do not
change Case Status
and
Owner -leave it to
their
present value;
Send email to Leads
Social Media Customer Service Escalation Process
Follow up on an Open case about
Edit
the same/related issue
Escalated
Social
Present
Media
Value
Append a note the
Open Case; set Status
to Escalated; do not
change Owner -leave it
to their present value;
Send email to Leads
Customer has a Resolved CS
Case
and contacted Social for the
same/related issue
Received the
Replacement/Refund but wanted
to receive a different model
Re-open the Resolved
case by setting Status
Follow-up on RMA/Refund (not
yet processed) RMA Activated by
Tech
Edit
Escalated
Social
Belkin
to Escalated; append a
Media
Support
note; Queue it to
Belkin Support;
Send email to Leads
Customer reached out about a
different issue on same product
Customer reached out to follow
on an RMA case where product
was not received
Escalation Priority – determine the timeframe Support team will cater to the case
• P1 - 8 hours
• P2 – 24-48 hours (used for Tech escalation only)
• P3 – 24-48 hours
Brand
Queue Name
P
Customer Service- 1
NA
P
3
Linksys & Belkin
P
CS-Intl (CS1
Net & Wemo
EMEA/CSP
3
LATAM/CSP
ANZ/CS-APAC ) 3
P
Belkin Support
1
(ALL English
Belkin Non-Net
supported
P
3
language)
Priority
Case Type
Case Status
- VIP
Social Media
New
- Non-VIP
Social Media
New
- VIP
Social Media
New
- Non-VIP
Social Media
New
- Non-VIP
Social Media
New
- VIP
Social Media
Escalated
- Non-VIP
Social Media
Escalated
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