Working on Social Media
What are our channels in Social Media?
X Twitter
Telegram Group
Telegram Channel
Debank
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What is expected of Customer Service here?
When appointed to the social media task, Customer Service Agents will be required to log into all social media accounts and check the latest publications by our social media community manager.
Whilst most customers will interact with certain posts just for fun or to merely get in touch with the community, there will be times when they might require assistance with something and use the channel simply for the convenience of already being there.
Customer Service Agents assigned to this task, will be the primary filter of said concerns and following up with the customers when required.
The social media channels will be replied to immediately depending of the question or the interaction, for this reason, it is important that this agent checks the main channels (email and chat) to make sure the customer has not already contacted to solve his concern.
What can be addressed in social media channels?
When addressing concerns in social media, it is important to filter and categorize the concern first.
You can address general issues or questions:
Questions regarding the offering of the site
General questions about generic bonuses
Information about promotions
What needs to be forwarded to email or live chat:
Questions regarding specific and private information of the account.
Issues with deposits or withdrawals that are private to the customer.
Fraud or security related concerns specific to the account.
Technical issues
VIP Bonus questions
Why do we need to filter this information and address it to the correct channel?
Customer service agents are required to review important information about accounts at all times. When we have so many channels for our customers to communicate, it is paramount that we have access to information they have previously shared with us without having to check all available channels.
This helps making the investigation more efficient and having a response or solution to a customer in a faster manner.
How to address concerns in social media?
Customer service agents will check the notifications of interactions in our publications or any other comment where the name of the brand appears, and will focus on addressing the ones where customers are requesting general information about the site or even the ones where they are requesting assistance with more specific cases related to the account.
The agent will filter all the concerns and will then review the main channels of communication to make sure the customer has not already contacted our support team to get an answer on his query.
If the customer already received help from support via email or private chat, the agent on social media task will still reply to the customer:
"Hello Xxxxxxx, thank you for contacting XYes. We are glad to assist you! This question has already been addressed by our support team via XXXXX. Remember you can receive a faster response through our live chat at the site. If you have any other queries please let us know!"
"Hello Xxxxxx, thank you for your message. At XYes we are happy to help! However, it seems this query needs to be addressed via live chat or email due to the nature of the information. Feel free to contact us at hello@xyes.com or through our live chat."
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