How Comcast Interacts With Customers on Social Media 6 Million Times Each Year

Social Pros Podcast

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.