Published on February 28, 2014
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
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 firstname.lastname@example.org @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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