Birgit adds that FNV Bondgenoten would never work with automated tweets either. 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 south africa mobile phone number list particular know how to 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 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, 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 at least shown positive results.”
Percentage of questions per subject asked to FNV Bondgenoten webcare in 2013