Subject: Fw: [IMPORTANT INFO] - Social Media contacts now being routed into the email Q
From: Brian Sexton <[email-masked]>
To: "[email-masked]'" <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Urvika Chaudhary <[email-masked]>, Michelle Gubbins <[email-masked]>
Date: Wed, 23 May 2018 15:02:18 +0000

IMPORTANT INFO

DATE

23/05/2018

TOPIC

DETAILS

Contacts coming from social media (Twitter, Facebook, Trustpilot, etc.) will now be coming through CSL as regular contacts.

  *   They will come through under the enquiry source “Social Media Contact” and will include:

  *   The media from which the customer contacted us
  *   The question they asked on social media
  *   A note from the ECC agent who received the case on social media

  *   You will need to take 2 actions:

  1.  Reply to the customer as usual
  2.  Re-cat the enquiry source to the correct one before wrapping up – it is very important to always select the correct contact reason before leaving a case

  *   To re-cat the contact, process as usual, click on the pencil icon next to the subject:

  *   Select the most appropriate subject from the drop down menu and click on save to update it:

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