{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Meeting Customer Needs Through Social Media |Digital.gov",
    "description": "Meeting Customer Needs Through Social Media",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/index.json","item" : [
    {"title" :"Meeting Customer Needs Through Social Media","summary" : "Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached","date" : "2015-04-24T12:03:35-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : {
        
            "analytics" : "Analytics",
            "contact-centers" : "Contact centers",
            "customer-experience" : "Customer experience",
            "social-media" : "Social media"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-04-24-meeting-customer-needs-through-social-media.md",
      
      "filepath" :"news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md","slug" : "meeting-customer-needs-through-social-media","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/06/600-x-600-Background-social-TCmake_photo-iStock-Thinkstock-185175604.jpg\"\n    alt=\"A swirling social media universe\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eSocial media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service.\u003c/p\u003e\n\u003cp\u003eThis is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached out to the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/social-media/\"\u003eSocial Media Community of Practice\u003c/a\u003e to learn more about how social media complements the work of federal contact centers.\u003c/p\u003e\n\u003ch2 id=\"federal-student-aid\"\u003eFederal Student Aid\u003c/h2\u003e\n\u003cp\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/12/250-x-283-Twitter-photo-AskFAFSA-experts.jpg\"\n    alt=\"250 x 283 Twitter photo AskFAFSA experts\"/\u003e\u003c/div\u003e\n\nCustomer service is the main focus of Federal Student Aid’s social media accounts. In addition to the monthly \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/05/great-customer-service-in-140-characters-askfafsa-twitter-chats/\" title=\"Great Customer Service in 140 Characters: #AskFAFSA Twitter Chats\"\u003e#AskFAFSA chats\u003c/a\u003e that DigitalGov recently covered, FSA provides daily customer service through the \u003ca href=\"https://twitter.com/FAFSA\"\u003e@FAFSA\u003c/a\u003e Twitter and the \u003ca href=\"https://www.facebook.com/FederalStudentAid\"\u003eFederal Student Aid Facebook\u003c/a\u003e page.\u003c/p\u003e\n\u003cp\u003e“In 2014, we responded to 3,450 inquiries,” said Nicole Callahan, Digital Engagement Strategist for FSA. “Altogether, customer service makes up 66% of our total social media activity at Federal Student Aid. Even our tweets and status updates are driven by the questions we receive via social media.”\u003c/p\u003e\n\u003cp\u003eFSA coordinates an office-wide customer experience “customer listening” program, which includes surveys, call centers, and social media. The results from the program drive their content.\u003c/p\u003e\n\u003ch2 id=\"usagov-and-usagov-en-espa241ol\"\u003eUSAGov and USAGov en Español\u003c/h2\u003e\n\u003cp\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/250-x-298-GobiernoUSAgov-Tweet.jpg\"\n    alt=\"250-x-298-GobiernoUSAgov-Tweet\"/\u003e\u003c/div\u003e\n\nThe \u003ca href=\"http://www.usa.gov/\"\u003eUSA.gov\u003c/a\u003e platform is a single portal to find government information and services. The team also offers a call center, 1-844-USA-GOV1, where people can find answers to their government questions. USA.gov’s social media accounts provide an additional channel for the public to find information.\u003c/p\u003e\n\u003cp\u003e“Our whole mission is to help people connect to government information, benefits and services anywhere, anytime and however they choose to get that information,” said Jessica Milcetich, Social Media Strategist for USA.gov. “Some of our most frequently asked questions come from people trying to find out what benefits they might qualify for, how to find student loan information and how to get visas to come to the United States for school or work.”\u003c/p\u003e\n\u003cp\u003eIn 2014, Milcetich and her team answered 1,297 questions via social media for USA.gov and its Spanish-language sister site, \u003ca href=\"https://www.usa.gov/espanol/\"\u003eUSAGov en Español\u003c/a\u003e (\u003cem\u003eformerly known as GobiernoUSA.gov\u003c/em\u003e). For 2015, they have currently answered 357 questions. Their main social media platforms are Facebook (\u003ca href=\"https://www.facebook.com/USAgov\"\u003eUSA.gov\u003c/a\u003e and \u003ca href=\"https://www.facebook.com/USAGovEspanol\"\u003eGobiernoUSA.gov\u003c/a\u003e) and Twitter (\u003ca href=\"https://twitter.com/usagov\"\u003e@USAgov\u003c/a\u003e and \u003ca href=\"https://twitter.com/USAGovEspanol\"\u003e@GobiernoUSA\u003c/a\u003e).\u003c/p\u003e\n\u003ch2 id=\"the-national-center-for-complementary-and-integrative-health\"\u003eThe National Center for Complementary and Integrative Health\u003c/h2\u003e\n\u003cp\u003eThe \u003ca href=\"https://nccih.nih.gov/\"\u003eNational Center for Complementary and Integrative Health\u003c/a\u003e (NCCIH) conducts and supports research and provides information about complementary health products and practices. The NCCIH team makes it a priority to respond to social media inquiries in a timely manner said Yasmine Kloth, Digital and Social Media Strategist for NCCIH.\u003c/p\u003e\n\u003cp\u003eIn order to actively reach out to the public, NCCIH holds monthly Twitter chats through \u003ca href=\"https://twitter.com/NIH_NCCIH\"\u003e@NIH_NCCIH\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003e“In 2014, our chats reached an average of 1.4 million people each month with a monthly average of 27 million impressions, Kloth said. “These chats provide us with the opportunity to answer questions from the public on a specific topic about complementary health approaches, such as mind and body practices or natural products. These events have been helpful in sharing and promoting our information and resources. For example, in February we hosted a Twitter chat on the use of mind and body approaches such as tai chi, yoga, and meditation. News outlets such as \u003ca href=\"http://www.self.com/flash/fitness-blog/2015/02/yoga-meditation-benefits-popularity/\"\u003eSELF Magazine wrote about the chat\u003c/a\u003e and the information we shared, increasing our Center’s visibility beyond the chat’s one hour timeframe.”\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/496-x-528-nih-nccih-June-2014-Facebook-Q-and-A-for-fibromyalgia.jpg\"\n    alt=\"nih nccih June 2014 Facebook Q and A for fibromyalgia\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe team has also held \u003ca href=\"https://www.facebook.com/nih.nccih\"\u003eFacebook\u003c/a\u003e Q\u0026amp;A’s to answer questions. Two recent chat topics were \u003ca href=\"https://www.facebook.com/nih.nccih/photos/pb.112540168769210.-2207520000.1427300926./580110798678809/?type=3\u0026amp;theater\"\u003eherbal supplements\u003c/a\u003e and \u003ca href=\"https://www.facebook.com/nih.nccih/photos/pb.112540168769210.-2207520000.1427300856./766113140078573/?type=3\u0026amp;theater\"\u003efibromyalgia\u003c/a\u003e. The fibromyalgia Q\u0026amp;A was held over a three day period, and Kloth said her team saw a notable increase in engagement on Facebook during that time frame. On the final day of the chat, the NCCIH Facebook page received 139 likes, 40 comments, and 27 shares.\u003c/p\u003e\n\u003cp\u003eIn 2014, Kloth and her team received an average of 37 comments a month on the NCCIH Facebook page, with about seven comments a month warranting a customer service response.\u003c/p\u003e\n"}
  ]
}