blogwell dallas social media case study: unitedhealth group, presented by rachel medina
TRANSCRIPT
Rachel Medina
Using social media for customer service in a highly complex, highly
regulated industry
This video is from
BlogWellSan FranciscoJune 20, 2011
socialmedia.org/blogwell
SocialMedia.orgCase Studies
This presentation is from
BlogWellDallas
February 19, 2014socialmedia.org/blogwell
© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
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.
@REMedina
#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
Workflow
Team
SLA
Visibility
Goals
@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
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.
@myUHC
@REMedina
@REMedina
What was the need?
@REMedina
Workflow
Team
SLA
Visibility
@REMedina
What was the need?
People, Tools, Rules, Training
Adapt and continue learning
@REMedina
MEMBER 1st
SOCIAL MEDIA 2nd
© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
Questions? Rachel Medina [email protected] @REMedina
Learn more about past and upcoming BlogWells
socialmedia.org/blogwell
This video is from
BlogWellSan FranciscoJune 20, 2011
socialmedia.org/blogwell
SocialMedia.orgCase Studies
This presentation is from
BlogWellDallas
February 19, 2014socialmedia.org/blogwell