In his SocialMedia.org case study presentation, Cambia Health Solutions' Jeremy Solly explains how they launched a social customer care program in a regulated industry.
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Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly
1. MEM
BER MEETIN
G
40
SOC
IALMEDIA.
ORG
Cambia Health Solutions
Jeremy Solly
HIPPA is not a reason to ignore people:
How we launched social customer care
in a regulated industryLearn more about Member Meetings
socialmedia.org/meetings
SOCIALMEDIA.ORG
CASE STUDIES
Member Meeting 40
Los Angeles
7-26-2016
13. 12
12
Reputation Management
+ Customer Service
CS Lead looks up user in FACETS
CS Lead Tags as Rep Mgmt
CS Lead posts a response to the user notifying
them that we are looking into the case
CS lead exhaust resources to
resolve; If not resolved create
incident brief with information from
FACETS and hand off to Stakeholder
Comm Lead
Not resolved by CS â Stakeholder
Comms reviews incident & engages
internal SME to resolve issue
Stakeholder Comms shares incident
brief with SMEs and formulate reply
Review with StratComm Mgr in
appropriate market
Customer Service
CS Lead looks up member in
FACETS
CS Lead posts response w/in 1 hour
during biz hours (at least acknowledge
that we heard & are working on it)
CS Lead:
If able (PHI) answer question
publically
If question requires research or
involves PHI schedule a follow up
call w/ member
CS Lead - close case
SOCIAL MEDIA â RESPONSE PROCESS
Best Practices
for Customer
Service
Response:
1. Check Facets
2. If member is
identified, post
response
stating that we
are working on
the issue
3. If not found â
DM request
for contact info
When to use
this:
When a customer
post appears in
Social Studio and
is evaluated and
tagged â
Customer Service
or Reputation
Management &
Customer Service
21. Learn more about past and
upcoming Member Meetings
socialmedia.org/meetings
MEM
BER MEETIN
G
40
SOC
IALMEDIA.
ORG
Learn more about Member Meetings
socialmedia.org/meetings
SOCIALMEDIA.ORG
CASE STUDIES
Member Meeting 40
Los Angeles
7-26-2016