Chantal since when do you offer webcare and what do you mean by it?

“Our webcare has been professionalized in over five years. In 2008, I set up our social channels myself. Our growth in the use of social media went hand in hand with that of our customers. In the meantime, there are structures and rules that help our process. And we have a full-time internal trainer, Marisa Villarejo.

For us, webcare is all online interaction with the customer. In all our interactions, care is paramount. A personal relationship. We are where the customer expects us, which happens to be on the web. You can include e-mail in this, along with Facebook, Twitter and Instagram . We use Twitter more to monitor, which we use marginally compared to Facebook. We mainly use Instagram reactively. The personal relationship that we understand by care, we see on Facebook, our showpiece . You have to meet many requirements to be allowed to work in that team.”
logo EUrail

What is so special about your web care team?

“We get a lot of compliments about the personal element. We have been promising customers to answer within eight hours for years,  morocco phone number listalso on Facebook. KLM is faster, but customers ask us very complex questions. To plan their entire trip, across all kinds of countries, for example. We think a personal answer is important. That takes time. The quality would suffer if we were to promise a faster response time. But we now have guidelines for a number of difficult questions.” Chantal since when do

Who determined the guidelines that all web carers must work with?

“I, Marisa and customer service manager Janice Jie have made an attempt to put the intangible knowledge on paper caseno email list in a reference book. But actually we are looking for people who do not need the rules, because the customer-oriented attitude we are looking for cannot be learned.”

Is that your secret ingredient? Genuinely thinking along with customers and a personal touch?
EUrail won the 2011 Mashable Award for “Best Social Media Customer Service”
EUrail.com won the 2011 Mashable Award for Best Social Media Customer Service

“We don’t believe in secrets, mind you. But we don’t mind a bit of pioneering. We follow our intuition and do things based on trial and error . That worked out well: in 2011 we won a Mashable Award. Because we don’t make it more difficult than it is, the jury thought. We just did what the customer  how can i improve my phone number list accuracy? wanted us to do. Without strategic documents. The award showed us that what we do is special. And important in the customer experience.