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Oct 3, 2016 · Webinar: Online Reputation Management in Strategy, Policy & Best Practices

I am doing a side-by-side comparison with Reputation.com and & Birdeye.com. Both seem to be pretty much the same thing, but I am finding that Birdeye cleaner, easier to use, and has some better features.

Looking forward to the webinar!

Sep 28, 2016 · employees on personal social in Give & Get Advice

Oh wow, that is a great idea. I should check into being able to access their system. Thanks!

Sep 28, 2016 · calling through Facebook messenger? in Platforms, Software, and Tools

Good point. I have used it for personal and not a page yet… I am sure it is coming soon though!

Sep 28, 2016 · Favorite editorial calendar tools or techniques? in Platforms, Software, and Tools

We are pushing for the good ‘ol fashioned white board. Big one. Front and center in the office! Lol. We have tried Trello, shared spreadsheats, Hootsuite, Sprout, etc. There are always the ones, me included, that are not on-board with the technique or platform of choice.

Next up; huge whiteboard calendar!

Sep 28, 2016 · calling through Facebook messenger? in Platforms, Software, and Tools

It is available via messenger on desktop or mobile to make a voice call.

Sep 28, 2016 · calling through Facebook messenger? in Platforms, Software, and Tools

I have seen it and used it. Not for work purposes yet though. Honestly, I am undecided on this. On one hand, I agree, I do not want to be the one on the call at 10pm, or worse, 3am. But if I am the one on the calling end, I would love it. If they are brave enought to make a video call, then it is probably a worthy call. Talk about being on the leading edge of customer service! Obviously, it would take some time and serious thought on implementation but could be an awesome service to offer.

We do have operators on staff 24/7 and maybe could be utilized for features like this…

Welcome to 2016!

Sep 28, 2016 · employees on personal social in Give & Get Advice

Another interesting side-note; I discovered that whenever our patient relations department recieves a written complaint, they must go through a lengthy process of documentation (what is the exact term I am looking for… hmm, it is still early.. lol). Anyhow, I discovered it does create a fair amount of work on their part anytime I send them a complaint, bad review, post, etc. via social media. Hence the resistance from them to get fully vetted in social ‘anything.’

My stance is we cannot let this be a reason not to take these issues seriously, and need to figure out ways to accomodate. Even if it means more FTEs, or shared responsibility to handle the load.

Sep 28, 2016 · employees on personal social in Give & Get Advice

Hi @MeganRowe, interesting you bring this up. The first year I was here, I would simply pass these types of issues to the appropriate party (HR, Patient Relations, etc.) and it would end there.
I have made a solid effort to work much more closely with these other departments in the full resolution or service recovery process. At first they would get upset if I did “too much,” but with continued prodding on my part we now have a much better working relationship.
It is very important for you to know what happens next when you take a screenshot of a post or direct message and pass it along. I believe social media is going to be the #1 customer service platform in the near future, and we need to have comprehensive response and follow-up strategies in place asap.
Hope that makes sense!