playbook-social-customer-service
CommunityStreamline social customer service for EA SMEs.
Content & Communication#playbook#triage#escalation#social-media#customer-service#east-africa#saved-replies
Authorpeterbamuhigire
Version1.0.0
Installs0
System Documentation
What problem does it solve?
The playbook addresses the gap in consistent, trained social customer service across East Africa by defining a clear triage framework, SLA guidance, escalation paths, ready-to-use scripts, a saved-replies library, and a structured training and review cycle.
Core Features & Use Cases
- Triage framework with five message types (Enquiry, Complaint, Compliment, Abuse, Crisis-trigger) and defined response paths.
- Public-to-private escalation protocol to move sensitive conversations off public threads while maintaining customer visibility.
- Ready-to-use scripts and a saved-replies library for common queries and complaint handling.
- Out-of-hours management, on-call escalation, and staff training to maintain service levels.
- Monthly review process to derive insights, update saved replies, and improve processes across WhatsApp, Facebook Messenger, and public comments (Facebook/Instagram).
Quick Start
Provide your client’s business name, primary social channels, and country to generate a tailored playbook.
Dependency Matrix
Required Modules
None requiredComponents
Standard package💻 Claude Code Installation
Recommended: Let Claude install automatically. Simply copy and paste the text below to Claude Code.
Please help me install this Skill: Name: playbook-social-customer-service Download link: https://github.com/peterbamuhigire/social-media-skills/archive/main.zip#playbook-social-customer-service Please download this .zip file, extract it, and install it in the .claude/skills/ directory.
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