Ready knowledge of all subjects, and therefore know people in the organization for a short response time;
Experience with our CRM system;
Affinity with social media;
and want to be an ambassador for the organization.
Perhaps the most important thing is to be truly service-oriented. For us, empathy means that you know how to say something kuwait phone number listdifferent every time than ‘how annoying for you’. People want to be heard. It doesn’t matter whether it’s on the phone or via Facebook.”
Enthusiastic FNV Bondgenoten member does not cancel his membership after all thanks to webcare (in interview with Oliver de Leeuw)
Is it true that you don’t use standard answers?
“There are FAQs in use, but you can’t cut and paste anything. Those answers are at most a guideline, because every situation is different. Our webcarers know everything about the union: the policy, legal knowledge, have an internal network and you need all that. We can’t have all those substantive questions answered externally.” Birgit adds that FNV Bondgenoten would never work with automated tweets. The standard now is to respond within two hours and to offer a solution within 24 hours. During office hours, because webcare keeps the same opening hours as the Contact Center. To manage expectations, they clearly indicate this, including in the background image on Twitter.
Your reach has grown from 1750 to 5000 fans.
“It is very diverse, there is no clear pattern. You do see that members in particular know how to sama trips find us, because more than 80 percent of the questioners are members. The members simply see webcare as a valuable addition to the existing channels. 44 percent go directly belgium numbers to Facebook for a question via a private message.
In the beginning, we sometimes explained that it is better not to post sensitive information publicly on the wall or on Twitter, but fortunately that is now better. Service questions also come in via the wall, and the community managers forward them via Coosto to the webcare core team at the Contact Center. Our customer satisfaction survey has shown positive results in any case.”