Social Media Support

Template

This Social Media Support Template starts with a request made on a social media platform. The following phases are analyzing, answering and evaluating the costumer’s satisfaction.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

Start form

  1. Link
  2. Platform
    • Facebook
    • Twitter
    • Linkedin
    • Instagram
    • Google Plus
  3. Requester
  4. Message
  5. Request date

Requests

  1. Was the reply made?
    • Yes
    • No

Analysis

  1. Assign Analyst
  2. Severity level
  3. Short description

Solution

  1. Assignee
  2. Difficulty level
    • Very easy
    • Easy
    • Average
    • Hard
    • Very hard
  3. Request answer
  4. Did you post the outcome to the corresponding social media?
    • Posted

Satisfaction survey

  1. Was the problem solved?
    • Yes
    • Partially
    • No
  2. What was the level of satisfaction regarding each of the following topics?
    • Response time
    • Staff helpfulness
    • Answer quality
    • How likely is the customer to use our products again?
  3. Comments

Done

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