“We assume that people use the channel of their preference. We now see webcare as an addition to the existing channels. So it does not yet replace our telephone service, which is why we do not yet actively point it out to customers.”
Closely followed by 16% of organizations that do not use social media to actively conduct web care.
“Our customer base is reluctant to use social media due to privacy concerns.”
My research also shows that about 11% of organizations indicate that the webcare of their own organization does not resolve questions or complaints quickly enough. It is even more striking that 40% of these organizations indicate that they actively communicate that customers can contact them via webcare with questions or complaints.
Webcare versus web form
When comparing the two online customer contact channels, a number of things stand out. Organisations latvia phone number list that have a web form on their website are approached less often via social media. This difference is around 12%. E-mail is also used less often by customers at organisations that have a web form. This may be because no e-mail address is listed on the website.
Despite the rise of social media, it can be concluded that the telephone cannot be written off as a customer contact channel for a long time. Direct contact where communication can be done quickly remains a requirement for customers. However, when webcare is developed more broadly, and customers have the certainty that they will be helped quickly, this will be used more and more often.
A tricky point with webcare remains that the question or complaint must be explained in a limited number of characters. This is often given as a reason why people pick up the phone or send an e-mail. Short questions that can be easily solved are increasingly asked to organizations via webcare.
customer contact 2013
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