Here you can see the difference between a conversation that starts with a personal opening and one that gets straight to the point. Now tell me, which way comes across more positively?
The trends
Proactivity can have a huge added value in webcare. A company like T-Mobile, for example, responds to everything with #tmobile and @T-Mobile in it. However, it can also be valuable for a company to get involved in conversations with words like #telephone, #subscription, #range, #mobileinternet etc. A webcare team should therefore focus on searching for stories and participating in conversations in addition to the "traditional" tasks.
Another development is the shift from offline customer uae mobile phone number list service to online. By this I do not mean the emergence of webcare and its use, but the actual shifting of tasks, activities and business processes. Imagine that a customer has bought a telephone from T-Mobile. A week later he receives a personal tweet asking if he is happy with the telephone. Tada! The first step towards a valuable customer relationship has been taken.
When this happens, new ways of generating and following up leads also arise.
Another example: the telephone subscription of the above customer is about to expire. A simple tweet asking if he wants to renew it creates a virtually free but personal interest from the company.
Conclusionwebcare will play an increasingly important role. Consumers will increasingly make less use of a company's telephone customer service. Instead, they will submit their question and/or comment to the company via social media channels. Responding to messages quickly and correctly will therefore become increasingly important in the future, because consumers will expect this from a company.
The possibilities are enormous. It is only a matter of time before webcare develops further and surpasses the traditional ways of customer service. It is no longer enough to be present online and only answer questions. It is time for the next step.