Percentage of questions per topic asked to FNV Bondgenoten webcare in 2013
Irena: “We have been working with Coosto for over a year and a half now. At first we did kuwait phone number list all sorts of things with free tools such as Hootsuite, Tweetdeck, Crowdbooster, Tweetreach, and Topsy. After that you know a bit about what is happening. We wanted to move to a single sign-on monitoring tool with workflow management to link webcare to regular customer service. The tool automatically forwards messages from the Facebook inbox and Twitter to our central webcare system. Our company structure is also very similar to ANWB, and they had good experiences with it. It is worth the money: for us the system works well, reliably and conveniently.”
Birgit: “With the feedback button, you often get help within an hour. They can also see which screen you are stuck on, a small but super handy feature. And they often process our questions in a next software version. For example, the response field was too small at first, we wanted to be able to expand it for the extensive answers we give.”
And how does it work if you want to consult internally?
Irena: “Especially in the beginning, a lot of support was needed for the employees. We set up an external network via Yammer, of which Social Inc. (for strategic advice on the implementation), our webcarers and myself are members. Now the team members help each other and that is perfect, because the knowledge is with the webcarers themselves.” Birgit: “In the beginning, you often have that you don’t know how to approach it. We were also very aware that many people see what you belgium numbers say. So we often wanted to check a response with colleagues, who then come up with tips or a slightly different approach.”
Do you also work together with the other unions?
Irena: “All internal communication between online employees goes through Yammer, all documents are sama trips also there. People are stuck on their phones behind their desks, so Yammer is very important to us.”Which tools do
You indicate that FNV Bondgenoten, as the largest of the FNV unions, is a complex organization.