Gert Wim ter Haar, Social Media Hub Manager of KLM, the most Socially Devoted brand on Facebook, is part of a team of 100 social media employees, managing KLM’s 24/7 customer care service in nine different languages the world over.
Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects. A study I conducted earlier this year showed that about one out of three companies is currently helping clients in the digital world. Even though this percentage is still rather low, I have the feeling that online customer support may become a mainstream element in a social media strategy. The performance of many companies is improving and most of the active players are already preparing for the future.
Looking at this evolution, I was wondering how webcare can be a differentiator in the future. What if the majority of the companies are offering online service, how can you stand out? To offer you a broad scope, I talked about this topic with a broad range of national and international experts, people from the field and opinion leaders. You can find their vision later in this post.
Based upon their feedback, it is clear that the future of online customer support is about being strong in 5 dimensions or at least in a number of these dimensions.
Webcare onderzoek 2013 Marketingfacts Twitter en Facebook worden door consumenten steeds vaker gebruikt als klantenservice. Daarom zien steeds meer bedrijven de noodzaak om op dit social media netwerk aanwezig te zijn.
Webcare, of eigenlijk social customer care: welke organisatie is er in 2014 niet mee bezig? Afgelopen september concludeerde Upstream al dat het gebruik van social media door bedrijven om met klanten...
ING presenteert voor het tweede achtereenvolgende jaar de uitkomsten van hun onderzoek naar de impact van social media. (RT @hichamchraibi: ING presenteert voor het tweede achtereenvolgende jaar de uitkomsten van hun onderzoek naar de ..
After several years of lagging behind their Marketing and PR colleagues, Customer Service teams are finally waking up to the potential that social media has to reduce costs, improve the customer experience and increase ...
DutchCowboys / Social Media / Webcare is essentieel, maar waarom is het... DutchCowboys Luke Brynley-Jones gaat in juni een gratis webinar en seminar hosten over "Innovaties in Webcare". Iets waarvoor je jezelf online kan registreren.
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