Webcare with Tracebuzz

Fri, 16 Sep 2011 07:57:38 +0100

As one of the first 2.5 years ago called UPC webcare a team in life. That the complaining online to help consumers and thus the (online) company reputation to protect. Vodafone, KPN Ziggo and saw the success and followed suit. But how is a team webcare most effective? An analysis for the correct webcare strategy.

Does webcare exist at all?

Last week my colleague asked Tracebuzz readers of online communication whether they thought webcare teams in the Netherlands or not working. Despite the efforts of the team webcare UPC and Ziggo consumers continue to express their frustrations online.There was an interesting discussion in the message. UPC gave a response to that since the start of the team webcare annual customer satisfaction increase. Yet I regularly see webcare teams that do not respond to very negative postings from customers. As the website of the AD on the bad service of Ziggo: 55 (mostly negative) reactions from consumers, the webcare 0 Ziggo team. Why is there such a flood of complaints and negative reports did not respond? And other questions and problems will be? In this article I analyze the right webcare strategy.

Reasons to start a team webcare

Tracebuzz Webcare Teams are more than the "online customer". Webcare is an important factor in the reputation management of your organization. The main goals of webcare teams:

Individual help customers with questions and problems

To contribute to the reputation and reputation damage prevention

A positive impact of Tracebuzz Webcare on search results (SEO 2.0 ") around product, service and brand

Content educating customers about a service over product

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Webcare with Tracebuzz