In the research below I examined the web care channels of various industries.
Posted: Sun May 25, 2025 6:26 am
Webcare is still in its infancy in the Netherlands, but is now making preparations to step out of it. More and more companies are not only present on the various social media channels, but also know what they are doing there and what can be gained from it. This is a positive development in this sector, from which more and more value can be gained in the future.
The research
The research is based on 285 conversations (approximately 2000 messages) that took place on Twitter and Facebook. The companies that I have researched have been selected on the basis of samples in various sectors that are active in the field of webcare. The sectors that were included in the research are the telecom, insurance, electronics, energy sector and lotteries. The focus was mainly on the elements latvia phone number list that are of great value for the way of communicating online. These are points such as 'personal opening', 'tone of voice' and 'pro-activity'.
We manually analyzed and assessed the conversations in this study because this is the way to obtain the most valuable data.
Speed
A quick response is not necessarily a good response, but it is an important factor. The differences between the industries are remarkable. In the telecom industry, it takes an average of 60.68 minutes to respond to a message. That is many times faster than in the electronics industry, where it takes an average of 1363.96 minutes to respond to a question or comment from the consumer. As you can see in the accompanying graph, the differences between the industries are enormous.
Graph-1
Difference in speed
The difference in speed is mainly due to the fact that the telecom sector invests much more money in their webcare teams. These teams are considerably larger than in the other sectors studied and they have drawn up good guidelines on how and how quickly they should respond. Another factor is that companies in the telecom sector are already expected to respond quickly. The competition also responds quickly and therefore the company feels the pressure to serve/answer the consumer as quickly as possible.
The research
The research is based on 285 conversations (approximately 2000 messages) that took place on Twitter and Facebook. The companies that I have researched have been selected on the basis of samples in various sectors that are active in the field of webcare. The sectors that were included in the research are the telecom, insurance, electronics, energy sector and lotteries. The focus was mainly on the elements latvia phone number list that are of great value for the way of communicating online. These are points such as 'personal opening', 'tone of voice' and 'pro-activity'.
We manually analyzed and assessed the conversations in this study because this is the way to obtain the most valuable data.
Speed
A quick response is not necessarily a good response, but it is an important factor. The differences between the industries are remarkable. In the telecom industry, it takes an average of 60.68 minutes to respond to a message. That is many times faster than in the electronics industry, where it takes an average of 1363.96 minutes to respond to a question or comment from the consumer. As you can see in the accompanying graph, the differences between the industries are enormous.
Graph-1
Difference in speed
The difference in speed is mainly due to the fact that the telecom sector invests much more money in their webcare teams. These teams are considerably larger than in the other sectors studied and they have drawn up good guidelines on how and how quickly they should respond. Another factor is that companies in the telecom sector are already expected to respond quickly. The competition also responds quickly and therefore the company feels the pressure to serve/answer the consumer as quickly as possible.