Social Pros Greatest Hits – How Comcast Interacts With Customers on Social Media 6 Million Times Each Year

Social Pros Greatest Hits - How Comcast Interacts With Customers on Social Media 6 Million Times Each Year

On this special encore episode of the Social Pros Podcast, Lisa Blackshear shares how to build and manage an incredible social care team.

In This Episode:

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Full Episode Details

Create Authentic Social Care Teams Social Pros Greatest Hits - How Comcast Interacts With Customers on Social Media 6 Million Times Each Year

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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