To go that extra mile and surprise the consumer, it is important to make the reaction personal. Let consumers talk to a person (and not a brand) and give them the feeling that this person is doing everything possible for them. These factors together ensure that you as a company can leave a 'wow!' experience with the consumer. Unfortunately, this only succeeds in 5% of all cases.
TNS NIPO the effect of webcare on NPS
Coolblue: learning by doing
A company that is known for its excellent webcare is Coolblue. In addition to being the winner of our TNS Fanpage Award 2013, the company is also the company with the highest score on webcare (based on reviews from fans of their Facebook page). Coolblue itself says that its greatest strength lies in responding within thirty minutes, 7 days a week. But also offering 'personal' contact, by giving the people behind the page a face, appears to be a good choice. For example, you can contact William from Coolblue or Marick from Coolblue. These are the people who will really help you with your question at that moment.
TNS NIPO example of good webcare
They have drawn up guidelines for providing webcare, but Coolblue also indicates that flexibility latvia phone number list plays a major role. Keeping a close eye on what moves consumers, what they expect from you and responding to what they do, has led to Coolblue not only using marketing for webcare, but also empowering its customer service to be able to provide webcare itself. Learning by doing is very important in this. “That way we get a little better every day,” says Coolblue.
Demand for web care not dependent on industry
Coolblue is a great success story from online retail, but the demand for webcare is also high in other sectors. More than last year, we see that it does not matter whether you are a telecom company or a public institution (only at banks the demand for webcare is somewhat smaller). Service is expected (see image below).