Webcare in the customer service department

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Research by Upstream and others shows that organizations do not only use webcare for customer service objectives. Public Relations and Marketing & Sales are also involved when it comes to webcare. There are different departments and different stakeholders, which makes it important that there is a clear point of contact when it comes to webcare. Therefore, make sure that someone is responsible for each department involved. This creates a situation in which each department involved has someone who can switch in the area of ​​webcare.

Various webcare tools also make it possible to claim messages and forward them to colleagues. This c level executive list way you can easily forward messages that are actually intended for your communication colleague. Everyone involved in webcare can also see that this colleague must answer the message in question. So make clear agreements about who answers which messages.

The majority of organizations place webcare in the customer service department. A logical place if you ask me, since you always want to be able to switch quickly if a question is also asked via other channels such as e-mail and live chat.

I am very curious about your experiences in starting with webcare. What challenges did you experience, what should others pay attention to and where do you think the real added value lies? Let me know!