Webcare

What’s important about webcare?




1. What is webcare exactly and why offer it 24/7?

Webcare is not just managing customer complaints. Webcare is turning customer and user interaction on the web into opportunities and built up trust. 24/7 webcare is to be the standard since people want to communicate 24/7.

2. Make sure to embed 24/7 webcare in business processes.

We distinguish a number of webcare timeslices and according approaches, e.g.:

  • Business hours: problem solving approach.
  • Evenings and weekends: Assisting and informing approach.
  • Weekends: Respons on services and products remarks.
  • Night: Webcare aimed to easy down problems that occur and preperation to smooth handover.

3. 24/7 Commitment.

24/7 webcare means 24/7 commitment.Important notes:

  • Share team vision
  • Share team rules of engagement
  • ‘Care to care’
  • Online connections
  • Cases are important

4. Define desired outcomes.

  • What to monitor, with what platforms?
  • What keywords to use to search, and what filters to use?
  • Communications aspects
  • Hand over requirements
  • Analisys scenario’s
  • Reporting requirements
  • Datavisualisation
  • CRM interfaces

5. Strategic webcare components

  • What strategic objectives of Social Media?
  • Communications strategy
  • Interaction with others
  • Definitions

6. Webcare just do it!

Competencies:

  1. Connect
  2. Analyse
  3. Respond
  4. Inspire
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