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About Social Pros Podcast:
Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.
Our purpose? Making sure that we speak to real people doing real work in social media.
Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs. With 600+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.
Follow Social Pros on LinkedIn.
To inquire about becoming a guest or show sponsor, please email our Executive Producer, Leanna Pham, at leanna@convinceandconvert.com.
Apple Podcast Reviews:
The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!
@Arlie KThis is absolutely an awesome listen for anyone in communications or social media!!
@Will31CThis podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!
@Simonstone95Love the podcast - informative, in depth and spot on for any business size.
@MissTriathlon
On this special encore episode of the Social Pros Podcast, Lisa Blackshear shares how to build and manage an incredible social care team.
Create Authentic Social Care Teams 
Providing outstanding customer care has never been easier thanks to social media. Before the internet, a telephone call was the best way for brands to interact with their customers. Nowadays, customers are more inclined to ‘hit you up’ on social rather than choose to speak to you over the phone.
Social media customer care is critical, so how can you make sure your social care team is performing at the highest standard?
Lisa Blackshear, Sr. Vice President of Communications, Digital Media at Comcast, is our guest on this throwback episode of the show. Lisa runs what could possibly be one of the largest customer care programs in the country with over 400 agents interacting with customers and resolving issues across every social channel imaginable.
With everything going on in the world right now, having a strong customer care team in place is so important and providing genuine, human interactions is what will set you apart from your competition and keep customers coming back for more.
In This Episode:
- 05:20 – How to build an amazing social care team
- 09:17 – How engagement on social has evolved alongside customer expectations
- 14:08 – How Comcast’s social care team adapts their customer’s tone to create personal and authentic interactions
- 20:41 – How your customer care team can coordinate multiple touchpoints with customers
- 24:14 – What social channels Comcast’s social care team is most active
- 29:05 – How to use customer interactions to improve your social care team’s performance
- 32:56 – How to effectively coordinate between the social care team, communications/PR, and branding
Quotes From This Episode:
“We match the tone of the customer… and try to make sure that we’re engaging in the way that the customer is engaging with us” — Lisa Blackshear
“It’s not about how fast you responded to the customer. It’s about what did to handle it” — Lisa Blackshear
“You have to be a person who is calm enough to know that nothing is ever going to be the same” — Lisa Blackshear
Resources:
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