BlogWell Dallas Social Media Case Study: UnitedHealth Group, presented by Rachel Medina

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Information about BlogWell Dallas Social Media Case Study: UnitedHealth Group, presented...
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Published on February 28, 2014

Author: socialmediaorg

Source: slideshare.net

Description

In her BlogWell Dallas presentation, UnitedHealth Group's Senior Communications Specialist, Rachel Medina, shares how they are using social media to manage customer service in a highly regulated industry.

She talks about building their Social Customer Care 2.0 team and how their @myUHC Twitter account handles customer issues.

SocialMedia.org This video is from Case Studies BlogWell San Francisco June 20, 2011 socialmedia.org/blogwell This presentation is from Rachel Medina Dallas February 19, 2014 Using social media for customer service in a highly complex, highly regulated industry BlogWell socialmedia.org/blogwell

USING SOCIAL MEDIA FOR CUSTOMER SERVICE IN A HIGHLY COMPLEX, HIGHLY REGULATED INDUSTRY #BLOGWELL Rachel Medina Senior Communications Specialist, UnitedHealth Group © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

#NEEDTOKNOW 45M individuals served touching 85M lives 2013 Revenues $122.5B Social Media Avoidance @REMedina

Launching Social Customer Care What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina

Meeting the member where they want to be met @REMedina

Goals Team SLA Workflow Visibility @REMedina

One “air traffic controller” me @REMedina

People Tools Rules Training @REMedina

Operations People @REMedina

Tools Monitoring + Engagement @REMedina

Rules Standard Operating Procedure @REMedina

Training Call Center + Social Media @REMedina

@myUHC We’re Here To Help! Amanda C. ^AC Josh B. ^JB Rachel M. ^RM Stephanie V. ^SV Please do not send any private information via public tweets or direct messages. We cannot discuss private information via Twitter. Via private direct message, provide us your name and telephone number and we will have a Customer Care representative contact you by phone. @REMedina

@REMedina

What was the need? @REMedina

Team SLA Workflow Visibility @REMedina

What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina

MEMBER SOCIAL MEDIA 1st 2nd @REMedina

Questions? Rachel Medina rachel_medina@uhg.com @REMedina © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

SocialMedia.org This video is from Case Studies BlogWell San Francisco June 20, 2011 Learn more about past and upcoming BlogWells socialmedia.org/blogwell This presentation is from BlogWell Dallas February 19, 2014 socialmedia.org/blogwell socialmedia.org/blogwell

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