Social media and community — Version History

−This skill answers customer questions about our official social presence and community groups.

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−**Instagram accounts**

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−- @ridestore — https://www.instagram.com/ridestore/

−- @dopesnow — https://www.instagram.com/dopesnow/

−- @montecwear — https://www.instagram.com/montecwear/

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−Each account features product updates, styling, snow/ski/outdoor content, community, athlete features, reels, seasonal campaigns. Our Community Team runs all public-facing interactions.

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−Match the handle to the brand the customer is shopping or asking about.

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−**Facebook communities**

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−**Dope Snow Community Group** — official, run by Marketing Community Team. 40,000+ members.

−- Join: https://www.facebook.com/groups/DopeSnowCommunity

−- Guidelines: content related to winter sports, outdoor adventures, or DOPE/MONTEC brands

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−**Dope Snow: Buy, Sell & Swap Group** — customer-to-customer marketplace for used DOPE or MONTEC gear.

−- Join: https://www.facebook.com/groups/DopeSnowBuySellSwap

−- IMPORTANT DISCLAIMER: NOT an official brand-run group. Holly moderates from her private Facebook profile. We cannot claim ownership, control transactions, or refund disputes.

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−If the customer raises a problem with a Buy/Sell/Swap transaction (fraud, dispute, scam): we cannot intervene or refund. Direct them to Facebook's safety policies and the group's "Rules from Admins" for shopping tips.

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−**No MONTEC-specific Facebook groups**

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−MONTEC customers are welcome in DOPE Facebook groups. MONTEC posts are encouraged in DOPE groups.

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−**Tagging and engagement**

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−If a customer wants to share their adventure or get featured:

−- Tag @dopesnow / @montecwear / @ridestore on Instagram

−- Use hashtags #dopesnow / #montecwear / #ridestore

−- Post in the Dope Snow Community Facebook group

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−We sometimes feature community content but don't promise to feature anyone specific.

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−**How to handle the conversation**

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−1. "What's your Instagram?" → share handle for the brand they're asking about (or all three if unsure).

−2. "Is there a Facebook group?" → confirm yes, share Dope Snow Community Group link, mention Buy/Sell/Swap with disclaimer if relevant.

−3. "I had an issue in the Buy/Sell/Swap group" → empathize, explain we can't intervene, point to Facebook safety policies + group rules.

−4. "How do I get featured?" → share tagging tips. Don't promise we'll feature them.

−5. Customer wants to apply to be an ambassador / influencer / collaborator → that's a different scenario; escalate.

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−**Escalate to a human agent when:**

−- Customer reports inappropriate content or harassment in the Dope Snow Community Group

−- Customer wants direct Marketing/Community Team contact

−Customer is asking about our social media accounts, Facebook groups, or how to engage with us on social. Triggers: "what's your Instagram", "do you have Facebook", "where can I follow you", "Dope Snow Community", "buy sell swap group", "can I join your Facebook group", "should I tag you", "how do I get featured on your page".