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, we're joined by Lisa Blackshear, Sr. Vice President of Communications, Digital Media at Comcast, to talk about how to build and manage an incredible social care team. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud SocialMedia.org Full Episode Details 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   Visit SocialPros.com for more insights from your favorite social media marketers.