One fundamental word of mouth tip: Go where your customers are talking about you. That can mean attending local events, hopping on discussion forums — or if you’re UnitedHealth Group, getting involved on Twitter. But for a regulated industry like healthcare, that’s easier said than done.

UnitedHealth Group’s Senior Manager of Communications, Rachel Medina, describes how they’re making customer service in social media work amid strict legal requirements. In her presentation at’s BlogWell conference, Rachel goes behind the scenes of their complicated social media strategy.

What you’ll learn from Rachel’s presentation:

  • How they keep social media conversations going without violating HIPPA laws
  • How they triage customer service needs
  • Why they don’t care about being a hip brand in social media

Watch Rachel’s full presentation below or check out a transcript on our live blog.

UnitedHealth Group: Using social media for customer service in a highly regulated industry — presented by Rachel Medina from on Vimeo.

Download Rachel’s sides here.

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