When customer asks about social media profile privacy and contest participationUpdated 24 days ago

WHEN a customer asks about participation in promotions or contests referencing social media profile privacy:

• IF the customer asks what to do if their profile is private, THEN instruct them to tag the company account in posts so the tagging appears in direct messages.
• THEN provide clear steps on how to enter contests, such as filling forms, following accounts, sharing stories, tagging, and using specific hashtags.
• IF the customer question or scenario is unclear or beyond information given, THEN escalate to a human agent and inform the customer their inquiry has been forwarded for review.