social service congres - nuon webcare
DESCRIPTION
Dit zijn de slides die horen bij het verhaal dat ik mocht vertellen tijdens het Social Service Congres op 27 november 2014 in Theater de Kom in Nieuwegein.TRANSCRIPT
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@haroldkip#cmgr @nuon
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#cmgr
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verbinden van mensen
(veel informatiestromen - vooral bij @nuon )
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INSPIRATIEik ga je niet vertellen wat je moet doen
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vragen:@haroldkip #ssc14
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#gastvrouw
#gastheer
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#webcare staat (nog) niet in de dikke van dale
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@vandaleuitgever
#webcare
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in een paar jaar tijd is de digitale relatie
die #webcare teams onderhouden,
bijna een commodity geworden.
als klant verwachten we eigenlijk niet anders ...
eric van roekel (@evr) – ING
marketingfacts.nl/berichten/when-digital-becomes-human-van-steven-van-belleghem
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66% van de consumenten
plaatst een klacht online,
omdat klachtafhandeling
via bedrijfskanalen tekort schiet
lotte willemsen (@lottewillemsen) – universiteit van amsterdam
slideshare.net/insided/webcare-als-modern-gastheerschap
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organisaties verstuurden 66% meer reacties
consumenten spraken 56% vaker tegen organisaties
17% reacties op berichten zonder @-mention
40% van @-mentions wordt beantwoord
rens dietz (@rensdietz) – coosto
webcare 2013 (#kwo13)
coosto.com/nl/blog/kwo13-kwantitatieve-cijfers-over-webcare-anno-2013
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organisaties verstuurden 66% meer reacties
consumenten spraken 56% vaker tegen organisaties
17% reacties op berichten zonder @-mention
40% van @-mentions wordt beantwoord
rens dietz(@rensdietz) – coosto
webcare 2013 (#kwo13)
coosto.com/nl/blog/kwo13-kwantitatieve-cijfers-over-webcare-anno-2013
dat is dus een enorme commerciële kans!
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#webcare is nog steeds voor de grote jongens
arne keuning (@arnekeuning) – marketingfacts
marketingfacts.nl/berichten/wat-is-stand-van-webcare-2013
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disclaimer: @komproeven is een @nuon #klant
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disclaimer: @komproeven is een @nuon #klant
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#webcare is volwassen(er) aan het worden
structureel ingebed
organisatiebrede doelstelling
korte reactietijden
oplossingsgericht
succesfactoren: snelheid, humor en beloftes nakomen
excellente service als organisatiebrede doelstelling
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aandachtsgebieden
‘infovragen’ blijven belangrijk
niet alleen maar klachten oplossen
meer de dialoog aangaan
openingsdagen en -tijden
de lat ligt hoog door de ‘klm norm’
reële verwachtingen communiceren
duidelijke belofte
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uitdagingen
overtuigen van management (impact & belang)
kennis bij collega’s
verandering naar een sociale organisatie
tijdige en vooral goede antwoorden
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oktober 2011 blaisegv.com/community-management-resources/insights-from-experienced-community-managers-ebook
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de tweets van @kitty_madison zijn afgeschermd
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@nuon #vraaghetrob
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@nuon #vraaghetrob
het is dus écht echt
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storify.com/haroldkip/ijburg-college
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storify.com/haroldkip/ijburg-college
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stelling(mijn toekomstvisie)
#webcare – of liever: #socialservice,
gaat nóg meer persoonlijk worden
niet perse vanuit de officiële kanalen,
maar meer collega’s gaan bijdragen
op persoonlijke titel
(denk aan de reacties van jilt, albert en rob)
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vragen:@haroldkip #ssc14
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marketingfacts.nl/berichten/hoe-doet-nuon-klantenservice-via-social-media