This policy explains how Loopia provides customer support on social media (Twitter, Facebook and similar channels), which types of questions are best handled there, and the rules of conduct that apply when posting.
We want to communicate with you in the channels you prefer to use, so we offer support via phone, email, chat and social media.
Which questions are suited to social media
General questions whose answers may be useful to others are a good fit for open channels such as Twitter or Facebook.
Some questions are harder to handle well through limited or public channels. The following are examples of cases where we can help you better via email, phone, chat or private message:
- Account-specific questions, including account settings or changes.
- Specific invoice questions.
- Help and troubleshooting for content management systems such as WordPress, Joomla and OpenCart.
Please note: never publish your customer ID in an open channel. Your customer ID is sensitive information and could allow someone else to contact us and make changes to your account.
Resolved threads in open channels that are unlikely to help other users may be deleted after two weeks.
Keep a polite and objective tone
For everyone’s well-being, the following rules apply to communication on our social media channels. Posts that do not follow these rules will be removed, and the user may be blocked from the channel.
- Keep a polite and objective tone.
- No profanity.
- No personal attacks on individuals or companies.
- No advertising or links to your own or other people’s services for profit.
- Do not spread misinformation about our services in order to mislead other users.