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
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1. Link
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2. Platform
- Google Plus
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3. Requester
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4. Message
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5. Request date
Requests
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1. Was the reply made?
- Yes
- No
Analysis
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1. Assign Analyst
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2. Severity level
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3. Short description
Solution
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1. Assignee
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2. Difficulty level
- Very easy
- Easy
- Average
- Hard
- Very hard
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3. Request answer
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4. Did you post the outcome to the corresponding social media?
- Posted
Satisfaction survey
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1. Was the problem solved?
- Yes
- Partially
- No
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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?
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3. Comments
Done