Yes! We’re Open: The New Front Door for Customer Care

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Meet the PanelistsLiane WeissenbergerManager, Digital & Social Media CommunicationsEli Lilly @liane_w

Derek HomannManager of Social SupportLinkedIn@dhomann

Beth YehaskelVP, Customer SuccessSpredfast@byehaskel

YOUR HOST TODAY:

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Session Agenda

• The State of Social Care Today• Eli Lilly Case Study by Liane Weissenberger• LinkedIn Case Study by Derek Homann• Q&A

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The State of Social Care Today

Beth Yehaskel

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Social Care is Not Optional

• Customers WILL use social to talk about your business

• The public nature of social care means it has to be seen as a marketing activity as well as a care activity

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Why Doing Social Care Right Matters

#SFsummit 7Social Care is Growing

Increase of Social Messages Needing a Response from a BrandQ2 2014 to Q2 2015

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Social Care in a Regulated Industry

Liane Weissenberger

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#SFsummit 9Lilly’s Social Care Mission

"Take what you find here and make it better and better.” 

COLONEL ELI LILLY(1838-1898)

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Integration is Key

• Varying regulatory guidance• Medical and privacy sensitivities• Limited ability to discuss

products and medical information

• Pre-approved content• Global and regional teams

trained on social care requirements

• Partnerships with subject matter experts and offline support

SolutionsChallenges

#SFsummit 11A Case Study: Insulin in Greece

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Social Care in a Regulated IndustryAfterDuringBefore

• Plan • Monitor

• Be proactive• Provide feedback• Adjust • Coordinate

• Report• Reflect • Adapt

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We Hear You! How @LinkedInHelp Works

Derek HomannManager, Social Customer Support

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Social Support at a Social Company

• Intention is to meet users where they are• We use Social for Marketing, Customer

Service should be no different• Helps protect and build our brand• Adds another lever for the product team to

evaluate when building products

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Our Social Support Operations

• 6 team members• Primary support on LinkedIn, Twitter, FB• Hours of Operation 6am-5pm Mon-Fri• Respond to 3500-5500 posts per month• Average response time of 1 hour or less• Read through 90k+ posts per month

#SFsummit 16Our Process

Create verbiage for anticipated

questions/concerns

Identify post(s) to respond to

Attach labels to our replies and

hit send

Report on volume/sentiment for the specific

event

#SFsummit 17The Tale of the Teapot

Q&A TimeDerek Homann

LinkedIn@dhomann

Liane WeissenbergerEli Lilly

@liane_w