Are you responding to customer tweets within one hour? In recent years, there has been an increase in the use of social media by both consumers and companies. As a result, consumers expect a quick response from companies on social media. Webcare is therefore indispensable in today's business operations. But what exactly does webcare involve and how can you effectively implement it?
It’s important to be mindful of the tone and colour of your voice. It can influence your phone conversations positively or negatively. Even better, knowing that there are several clever (and simple) tricks you can apply yourself!
In this blog, we are giving you 5 simple tips and/or theories about voice sound as a gift!
Webcare involves actively responding to comments made about your company, brand, or product on social media, with the aim of reputation management. Webcare is often considered an online customer service or complaints desk. By responding appropriately to customer signals, you can satisfy them or even win new customers. Webcare primarily focuses on the internet. Phone or email are not included in the scope of webcare, but the protocols used can be of a similar nature.
Twitter: the medium for webcare
In the Netherlands, Twitter is the most used medium by companies. Compared to other EU countries, Dutch companies are the most active on Twitter. This makes Twitter indispensable when it comes to webcare. What are the developments in Twitter usage and customer behaviour when it comes to webcare? In 2012, companies sent a total of 127,751 responses on Twitter. In 2013, this number was 212,005, an increase of no less than 66%. This shows that customer service is increasingly moving to social media channels. Moreover, customers are also finding their way to companies through social media platforms increasingly. For instance, 56% more tweets were sent to companies in 2013 than in the previous year.
Tweets outside office hours
Consumers have high expectations of webcare. More than 50% of customers expect a response via Twitter within one hour. However, it is not always possible to meet this expectation. For example, there are more tweets to companies between 9:00 PM and 10:00 PM than between 9:00 AM and 10:00 AM. So, outside regular office hours. It is important for companies to respond to this by managing expectations, sending an automatic message outside office hours, or extending these times.
Webcare 2.0
Webcare 2.0 is the future for webshops when it comes to webcare. Whereas webcare 1.0 involves interaction only when there is a complaint or problem, webcare 2.0 focuses on proactively reaching out to customers and users, aiming to enter into a dialogue with them. Listen to the customer, after all, the customer is king. Adapt to them so they feel understood and solve the problem. Of course, not every problem can be solved, so indicate this and return to it later if possible.
Webcare brings the company close to the customer
The conclusion is that webcare is virtually indispensable for any modern company. Webcare is the ultimate way to stay close to the customer and a new way to win over customers. Moreover, webcare is also a fantastic way to gather extremely up-to-date online data. With the correct implementation of webcare, it is the ideal tool to manage your reputation better than ever before and to differentiate yourself from the masses.
Outsourcing webcare
The Outsourcing webcare service from ContactCare is offered in three different packages. This way, you can choose the package that best fits your situation. More information? Schedule an appointment with one of our advisors.
