Sprinklr Training

A Guide On What and How to Answer
Customer Care Posts

How to Identify a “Closed, No
Response” Post—No Labels

Any post that is just tagging a friend is something we would
close out. It doesn’t need any labels since there is no direct
mention of anything at all. Same goes for gifs, emojis or any
other non relevant image.

Check-ins will always get closed as will any post about us
but not directly mentioning any type or product, issue, etc.

Always double check the post thread when there are multiple
company/people tags just to make sure the original post
doesn’t relate to the post– if not, close it out.

How to Identify a “Closed, No
Response” Post—With Labels

We get a lot of customers who put up negative posts that we
don’t respond to because it will only instigate and create a
bigger issue. They just need to be labeled & closed.

Posts that have specific mentions like CIS, suits or
promotions we’re running will all need to be labeled.

When to Publically Respond

If the post is something we can easily respond to without pulling
off our page than that’s what we want to do. Especially if it might
help answer a question for someone else. Also, if the customer
writes on our wall AND sends a DM/PM, always answer the
public post first so other customers can see we’re reaching out.

When To Request They Send A
DM/PM

If the customer is mentioning something regarding their order, you’re going to
want to pull it to a PM/DM so you can gather more person information from
the customer and prevent that from being public.

What to Hide on Facebook

When it comes to hiding posts, it can become a little touchy. The
obvious ones are when they use vulgar language or mention
inappropriate topics. We also get a lot of mentions around slavery.
Those all need to be hidden too. Also, any posts that are negative
and mention an employee’s first and last name. Please be advised,
you can only hide on Facebook. You are not able to hide on Twitter,
but if it gets to the point of extremely inappropriate, there are steps
we can take.

What to Like on Facebook/Twitter

It’s fine to “Like” or
“Favorite” a post, but we
don’t want to do it too
often. Naturally, we want
to make sure we like
verified user posts, that are
pertaining to the brand like
Zac Posen.

We can also like normal
user posts as long as we
don’t get too carried away.
Like a father’s post from
his daughter’s wedding is
completely fine or them
mentioning their new haul
from shopping.

We do get a lot of moms
and dads that like to post
pictures of their kids in
BB, I always make sure to
like those and send a quick
comment over.