Definitions and terms
A direct message on social media is a private message sent directly to a user's inbox
What is a DM
Any customer service or complaint (Follow escalation guideline chart)
What is respond
Take it
Oculus Ticket Type
Agent Sentiment Score
Response
Internal note
Submit as Solved
What is Ticket Workflow
Being welcoming
Being empathic
Listening
Patient
how caring
Attentive
Knowledgeable
Friendly
Going above and beyond
What is Legendary Customer service
<5 minutes or less
What is response times for DM's
Reply on a thread marked as the answer, highlighted with a box and selected by moderator or original poster
What is Solution
Any marketing promotion specific questions
What is Transfer to MARCOM
A
B
C
D
F
What is Agent Sentiment Score
We answer incorrectly
The customer could get upset
Other customers could get upset
Our post goes viral (For wrong reason)
The customer doesn't get helped
We make a joke when customer was serious
We are serious and the customer was joking
Potential Roadblocks to Legendary Customer service
<1 hr
What is pubic social media post
An individual post created by a user on the board
What is Thread/Topic
Straight RT, where customer does not add a comment to the conversation
What is Don't respond
a social networking community forum where users can create or join groups called “Subreddits” that have a shared topic and/or area of interest
What is Reddit
<4 hrs
What is community replay for basic Troubleshooting on Oculus Community/Reddit
Overall term for the website
What is the Forums
Opportunities to turn negative into a positive
What is Respond
Prospective customers can leave a question about a product on the
retailer’s website if the retailer has a “questions” section.
What is Product reviews and questions
Move to private channel if you need to collect PII
Respond publicly with a helpful link
Never send 800# or form
What is Resolution in channel
<1 hr
what is community reply with enhanced troubleshooting on Oculus Community
The forums or any other space that people gather and talk about related topics
What is Community
Anything self-promotional
Insincere, venting, overly vulgar, profane
What is don't respond
What is Five characteristics of Legendary Social Care
<5 minutes or less
what is private messages on Oculus Community