Six employees were trained for the webcare team. These are people who already had extensive experience in customer contact and also showed an excessive interest in social media. Their ages vary between 20 and 50. Together, these six employees spend approximately 0.5 FTE on webcare, which is an average of 3 hours per day.
Version 1.0 of FBTO's webcare
FBTOWebcare teamThese are the 5 principles that FBTO has used to start the web care team:
Positioning in the organization
The KCC is currently the only right place for webcare. In addition to telephone, e-mail and written jordan phone number list communication, webcare is still a separate channel. All (first line) customer contacts are within the KCC and there they also have the knowledge, experience, information and resources (systems) to be able to help customers. In the long term, FBTO will spread webcare much more widely in the organization. Reputation of your brand is a matter for all employees!