BlogWell New York Social Media Case Study: Turner, presented by Rhonda Lowry
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BlogWell Dallas Social Media Case Study: UnitedHealth Group, presented by Rachel Medina
- 1. 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
- 2. 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.
- 3. © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
- 4. #NEEDTOKNOW 45M individuals served touching 85M lives 2013 Revenues $122.5B Social Media Avoidance @REMedina
- 5. Launching Social Customer Care What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina
- 6. Meeting the member where they want to be met @REMedina
- 7. Goals Team SLA Workflow Visibility @REMedina
- 8. One “air traffic controller” me @REMedina
- 9. People Tools Rules Training @REMedina
- 10. Operations People @REMedina
- 11. Tools Monitoring + Engagement @REMedina
- 12. Rules Standard Operating Procedure @REMedina
- 13. Training Call Center + Social Media @REMedina
- 14. @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
- 15. @REMedina
- 16. What was the need? @REMedina
- 17. Team SLA Workflow Visibility @REMedina
- 18. What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina
- 19. MEMBER SOCIAL MEDIA 1st 2nd @REMedina
- 20. Questions? Rachel Medina rachel_medina@uhg.com @REMedina © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
- 21. 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
