Webcare relate to other customer processes?

What does your process look like and how does.
“A local agent answers a question about the product himself. I look at status updates about marketing. For specific complaints, the agents contact a select group of specially trained employees. At the very least, we tell people that we have forwarded their email or post and that we will come back to it later. Marisa also manually checks  morocco phone number list Facebook every morning to see if there are any posts that have accidentally not been answered or have slipped through the system.

We track all links that we email with

UTM codes via Google Analytics . This allows us to see at a personal level whether our webcare contributes to sales. We can then adjust accordingly. We only started doing this three years ago. Before that, the goal was to process as many emails as possible, and we had targets such as ‘answer twenty per hour’. Customer service was something we did on the side, now it is more integrated and serious business .

We don’t use links with UTM

codes on Facebook yet. Facebook is more of a social channel. Apart from that, our fans already ask for specific sales, so we don’t have to promote much there. But one of the most important reasons: you can’t create hyperlinks on Facebook and such a URL with tags doesn’t look professional and reliable. Appearance always wins!”

I’m sure there’s been a time when something has gone completely wrong as a company that has grown up in public with social caseno email list media. Do you have an example of that?
“Something went wrong in a chat about a difficult question. The chat was accidentally closed, but the customer thought we were deliberately leaving the conversation. Extra painful: the error message from the system indicated that ‘agent closed this session’. The customer posted this as a screenshot on Reddit , at a time that was the middle of the night for us in the Netherlands. The Reddit users then called on each other to bombard us with tweets and emails about our poor service every hour. The  how to use reactivate dormant customers agents who were awake then responded without management permission. In retrospect, we are very happy about that, we prevented an international online crisis.”