Social Media Customer Care Reply Audit
Check public replies to complaints.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit public customer care replies. Ten complaints and our replies with timestamps: [PUBLIC_REPLIES]. Our rules on moving to private channels: [PRIVATE_RULES]. Brand voice: [VOICE]. Check speed, tone, accuracy, personal data shared in public, clear route to private help, repetition of templates, and how replies would look to a bystander. Note replies that escalated the conflict. Return a table with Complaint, Reply quality (1 to 10), Problem and Rewrite, a public reply playbook for five situations, and a monitoring routine. Privacy rules are [VERIFY] for [JURISDICTION]. Also check the handling of replies from other users who join the thread, of misinformation about the company, and of abusive posts. Suggest escalation levels and a daily check of mentions with named owners. Also suggest a list of topics that must always move to a private channel, and a daily check of mentions at fixed times with a named owner. Include advice on how to reply when the complaint is public but the facts are not yet known.
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