Strategy, advice, and inspiration for social media experts

Online treatment communities: the ideal way for healthcare companies to talk to patients and meet business objectives

Online Treatment Communities for patients
Dawn Lacallade post by: Dawn Lacallade

When facing an illness, one of the first things that patients and caregivers do is go online for information and look to online treatment communities, writes Dawn Lacallade, chief social strategist and pharma practice lead at social media specialist LiveWorld.  Once they’re online, they’re likely to find a treatment community – and stay once they […]

Chatbots Elevate Customer Service Agents to More Strategic Roles

Bot helping customer service - LiveWorld
Jason Kapler post by: Jason Kapler

This article was previously published in Customer on August 7, 2017 by Jason Kapler. Customer service teams are in pursuit of better, cheaper, and faster ways to connect and converse with their customers. And the previously “alternate” customer-to-brand methods like messaging apps and social options have become mainstream. Facebook offers a platform for businesses to deliver […]

Need a Process to Capture Adverse Events in Social Media? Start here.

Adverse Events Process

To reduce regulatory risk, it’s vital that all pharmaceutical companies have an established process to capture adverse events in social media, and report on and escalate adverse events in social media, messaging and chatbots too for your FDA compliance. Your adverse events process should include both software and human agents. Software is effective at the scale […]

The Key Element for Pharma Brands to Manage Adverse Events: Partner with Pharmacovigilance

Manage Adverse Events Partner with Pharmacovigilance

Brands that have successfully managed adverse events in social media have one thing in common: all have buy-in from their pharmacovigilance (PV) team. Below is a primer that all pharma marketers needs to know about working with PV – and how to make the most of this crucial partnership. “Companies need to develop their own […]

5 Mandates to Managing Adverse Events in Social Media

Adverse Events

Pharmaceutical marketers are increasingly relying on social media to have a direct dialog with consumers. They know that this dialog can help consumers better understand the patient journey. It can also ease a patient’s pain, offer sympathy, foster loyalty, and provide insights to improve marketing. Once a brand opens a dialog with consumers its vital to […]

Your chatbot lacks empathy, and that’s a problem

Chatbot fail
Jason Kapler post by: Jason Kapler

This article was previously published in VentureBeat on June 27, 2017 by Jason Kapler. Technology is rapidly changing the customer service arena. Over the past few years, automated phone calls, social media, live chat, and instant messaging customer service strategies have become common place. Some even speculate that chatbots and other automation may eventually replace […]

The Role of Chatbots and Automation in Customer Service

chatbots in customer service - LiveWorld
Jason Kapler post by: Jason Kapler

This article was previously published in Loyalty360 on July 5, 2017 by Jason Kapler. We live in an on-demand, 24/7 world. Customer service expectations have never been higher. When issues or questions arise, the acceptable speed of response is becoming shorter. Companies slow to answer risk jeopardizing customer loyalty. In a recent study, 53% of […]

Creating a Collaborative Company Culture Built for Speed

teamwork on the field - LiveWorld
Peter Friedman post by: Peter Friedman

Making Decisions and Moving the Business Ball Down the Field, Fast! If you find that it takes a while to create consensus among your cross-functional teams or if you’re hearing frustrated noises from your employees that their ideas are never implemented (or even heard!) I have something you can try: Collaborative Velocity. Collaborative Velocity is […]

Shifting From One-Way Broadcast to Two-Way Dialog Changes Everything

Two Kids Talking On A Tin Phone
Jason Kapler post by: Jason Kapler

This article was previously published in AdWeek on April 10, 2017 It’s time marketers put down the megaphones and join in a dialog with each customer Marketing tactics are changing. Consumers are bombarded with marketing messages from every possible channel. Television, radio and satellite commercials are not to be outdone by print ads, pop-up ads, […]