How Comcast Interacts With Customers on Social Media 6 Million Times Each Year
Social Pros Podcast · Convince and Convert
March 8, 201944m 2s
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Show Notes
Lisa Blackshear (Sr. Vice President of Communications, Digital Media at Comcast) joins the Social Pros Podcast to discuss managing a social care team that handles millions of interactions each year.
Special thanks to our sponsors:
- Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers)
- Convince & Convert (Experience This! Show: experiencethisshow.com)
- Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)
In This Episode
- 06:29 - How Comcast scale up their social care team to over 400 agents
- 10:26 - How customer expectations have evolved with social engagement
- 16:09 - How the social care team at Comcast adapts to their customer's tone to interact on a more personal level
- 21:49 - How to coordinate multiple touchpoints with customers from a customer care standpoint
- 30:14 - How to utilize insights gained from customer interactions
- 33:51 - How to coordinate between the social care team, communications/PR, and branding
Resources
- Get the new State of Marketing report for free from Salesforce here.
- Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here.
- Follow @ComcastCares on Twitter here.
Visit SocialPros.com for more insights from your favorite social media marketers.