The differences between webcare and customer service
Posted: Sun Apr 06, 2025 8:35 am
Using live chat on your own website and owned media such as Facebook also falls under closed webcare. Organisations can proactively enter into dialogue with live chat by opening the chat on certain pages (for example, precisely those pages where you see that visitors get stuck) with the question whether you can help. The information that comes from these chat conversations is incredibly valuable for improving your website. In addition, you mainly offer your visitor an extra opportunity to ask his or her question.
But what are the differences between webcare and customer service? That is actually quite simple: webcare c level executive list is an extension of your customer service. So you are not only reachable by phone, e-mail or post, customers can also reach you online. The big difference is that customer service involves one-on-one contact (a phone call or e-mail exchange), while with public webcare the whole world can read along.
Webcare is basically a choice: you choose to use it or not. But figures don't lie. In 2013, only 40 percent of @-mentions were answered by companies compared to 58 percent in 2016. Consumers are therefore increasingly receiving a response from organizations, which increases consumer expectations. As soon as you respond to this as an organization, the whole world sees this. This is how you structurally work on a good brand reputation. Do you completely ignore your consumers on social? Then there is a good chance that it will have a negative effect.
The place of webcare within your organization
However, webcare offers even more opportunities. As an organization, it gives you the opportunity to look along with your target group. What problems are there? How do people talk about your product? This enables you to engage in proactive webcare. As a webcare manager, you are central to this process. Every day, you receive questions, complaints and compliments from various channels and you try to help the customer as effectively as possible. Of course, you need multiple departments for this. For example, you may need your colleagues from technology to answer a technical question or you may want to check whether this customer also asked his question by e-mail.
But what are the differences between webcare and customer service? That is actually quite simple: webcare c level executive list is an extension of your customer service. So you are not only reachable by phone, e-mail or post, customers can also reach you online. The big difference is that customer service involves one-on-one contact (a phone call or e-mail exchange), while with public webcare the whole world can read along.
Webcare is basically a choice: you choose to use it or not. But figures don't lie. In 2013, only 40 percent of @-mentions were answered by companies compared to 58 percent in 2016. Consumers are therefore increasingly receiving a response from organizations, which increases consumer expectations. As soon as you respond to this as an organization, the whole world sees this. This is how you structurally work on a good brand reputation. Do you completely ignore your consumers on social? Then there is a good chance that it will have a negative effect.
The place of webcare within your organization
However, webcare offers even more opportunities. As an organization, it gives you the opportunity to look along with your target group. What problems are there? How do people talk about your product? This enables you to engage in proactive webcare. As a webcare manager, you are central to this process. Every day, you receive questions, complaints and compliments from various channels and you try to help the customer as effectively as possible. Of course, you need multiple departments for this. For example, you may need your colleagues from technology to answer a technical question or you may want to check whether this customer also asked his question by e-mail.