Business Process Document
<Social Media Reviews and Escalations>
Rally OurBus
March 23, 2023
Table of Contents
Introduction
Social Media Reviews and the workflow
Process Document: Social Media Reviews and Escalations
Process Flow Document: Review Handling
Reporting Structure and Logics: Reviews and Escalations
Introduction
Social media reviews are evaluations of products/services based on customer experience shared on social media platforms.
Online reviews help consumers make purchasing decisions. They are the mirror of how a brand is working for itself and the kind of service they are providing to its audience.
Through social media, potential customers can access your brand and how it is reviewed by its existing customers. The reviews increase or decrease the credibility of the product or service in the potential customer's mind before they decide.
Social Media and the Workflow
Every organization handles review queries directly through the platform where the review is shared.
As a brand, there are two ways of collecting reviews. Some are organic, while others are when we share as review invites.
When we receive a review through either of the above-mentioned ways, leads are expected to respond to every review, considering the ratings they provide and the experience they share with us. Also, all the negative reviews (Escalations) are given additional importance as the team works on resolving those issues and providing an exceptional experience to the customers.
Purpose of Process: The purpose is to ensure the credibility of the service Rally OurBus provides in the potential customer's mind before making the decision. It also opens doors for the retention of customers that had a negative impact due to certain service challenges.
Process Scope: The process will ensure that we maintain customer interaction with our passengers through review platforms and respond to all the volume to ensure brand credibility.
Process Document: Social Media Reviews and Escalation
Name of Process: | Social Media Review - Escalation |
Process Owner: |
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Created By: | Prakash Jha | Last Updated By: |
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Date Created: | 23rd March 2023 | Last Revision Date: |
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Process Purpose: | The purpose of the Social Media Review and Escalations process is to ensure that all negative reviews are worked upon, and the brand credibility is maintained through ratings. |
Process Scope: | This process scope is all the review platforms mentioned below -
Google, Trust Pilot, Yelp, and Trip Advisor. All the reviews from these platforms are responded to with a complete root cause analysis. |
Process Input: | There are four major platforms that are to be managed. The details of the same are shared below -
Review Platforms | Credentials | Links | Google (Rally and OurBus) | Google Business Profile (Access shared by the marketing Team) | Access granted to the official email address | Trust Pilot | Trustpilot Business Profile (Access shared by the marketing Team) | https://businessapp.b2b.trustpilot.com/reviews/ | Yelp | Login ID: [email protected] Password: *** | https://biz.yelp.com/login?return_url=%2F%3Ffwp%3Dtrue&utm_medium=y4bweb&utm_source=y4bweb-header&utm_content=login-cta-header-btn&utm_campaign=claim-flow-y4bweb | Trip Advisor | TripAdvisor Profile
(Access shared by the marketing Team) | https://www.tripadvisor.in/OwnerResponse-d13438572 |
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Process Boundaries: | Once the CX Lead has granted access to the profiles, an agent can directly log in to the platforms and check the reviews received. All the reviews are expected to be responded to. Reviews with a rating of <=4 with any unresolved query is expected to be responded to as per the brand voice identified by the marketing team. |
Process Flow: | We start by logging into the platform and proofreading the review. Basic investigation (Identifying the review as organic or invited). Identify if the passenger is available in our data. If yes, then proceed to step 4 else request the customer to send the trip details via email to [email protected] Authenticate the review through RCA, and understand if the passenger is correct. Check if the customer reached out to us and if the resolution was provided. Read the review and the response shared through call, email, and chat again to check if anything can be done to improve the customer experience. Write an email by creating a ticket to ensure a resolution is provided. Post resolving the concern, connect with the passenger with a review removal/update request.
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Process Output:
| The output for this process is customer resolution and retention. Also, it will improve our ratings overall as the passenger will be willing to rewrite their review and share an improved rating as per their recent interaction and resolution with us. |
Exceptions to Normal Process Flow | In step 1, if the review is positive, we directly respond to the review and resolve the case. In step 2, if we cannot identify the passenger, we directly respond to the passenger on the review platform by asking them to write back to us at [email protected] with the subject of a review complaint. In step 5, if the customer’s query is already responded to with the best resolution, and the leads cannot share any further resolution, we respond to the passenger directly on the platform by taking their review as feedback.
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Control Points and Measurements: | In step 4, a complete RCA is conducted to understand if any internal improvements can take place. Share feedback with the concerned team members and departments to ensure the issues/concerns are not repetitive.
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Process Flow Diagram
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