Brooke Bytes | A winning system to your help Streamline, Support, and Succeed with social care!
Welcome to 'Brooke Bytes,' where today we're diving into the critical world of social media triage.
Managing your customer care effectively means knowing exactly how to categorize and respond to issues as they arise. Let’s break it down!
We like to use a stoplight system to make it nice and easy.
First up, we have the 'Red' category. These are the hot issues—complex problems that your frontline team can't handle alone. They need swift escalation to specialized teams who can address them urgently.
Next, 'Yellow'—the unknowns. These are questions or problems that pop up for the first time. They're unfamiliar, but with the right approach, they usually turn into 'Green'.
And that brings us to 'Green,' the everyday queries that your team can handle smoothly with well-documented FAQs, scripts, and clear guidelines approved by customer support and legal.
Having a solid triage system ensures efficiency and consistency in how customer inquiries are managed. It’s about making sure nothing falls through the cracks and that every customer feels heard and valued.
Remember, effective triage isn’t just about solving problems—it's about fostering trust and building stronger relationships with your customers.
Want to learn more about how we triage for our social care clients? Join me in our upcoming webinar [click here to join: bit.ly/4cYD3qx] where we'll dive deeper into creating robust triage processes.
Let's turn your help your team: Streamline, Support, and Succeed.
And remember: The best ROI in social media is actually ROC: Return on Conversation
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