Who doesn’t know them? The Consumers’ Association is an association that stands up for the rights of the Dutch consumer. With terms such as ‘legal cooling-off period’, ‘termination of purchase agreement’ and ‘best in test’ they are pushing Koot and De Bie to the throne with additions to everyday language. The association has daily contact with us consumers, and has been rigorously working on webcare since July 2013.
I meet Lara Peeters (social media coordinator) and Romy Penningnieuwland (social media editor) for a candid conversation.
Respond proactively on social media
Webcare is a hot topic: in recent weeks, several articles have appeared on this subject . But where is the boundary of what still falls under webcare? morocco phone number list And what are the consequences for organizing
Romy: “We actively search for complaints on Twitter in particular, but also Facebook and other platforms. Not only about the Consumers’ Association, but also the big companies to see what’s going on. For example, if there are a lot of complaints about T-Mobile, we respond by giving advice or referring them. We respond directly on Twitter, so others can see what you answer right away. On the phone, you can only help one person at a time and that is a big advantage of webcare for us.”
One year ago, the Consumers’
Association started webcare on the Twitter account @CBHelpt. Romy is very proud of its success: “We built that account from scratch, in fact, none of us had any experience with social media. Many followers were very satisfied with our services there. We received many positive messages and can really see that there are ambassadors now.” marketing list Lara adds: “Until recently, this was separate, but now we have merged, and fortunately many followers have moved with us to @consumentenbond . This experiment has led to the current webcare team.”
Lara says that she first spent a year internally getting people excited about social media in general. The str we zijn niet alleen de grootste vakbond van het land ategic use and importance of a hashtag were discussed in presentations at all levels. After a year and a half of lobbying to put this team together and with some help from external consultants, she can now finally get started as she had envisioned.