What is your definition of webcare?
Posted: Sun Jan 19, 2025 4:12 am
The practical side of webcare is actually very little discussed. In this series I look for answers to the how-question of webcare. How are organizations currently really getting started in practice? At OHRA, things are now running smoothly - and that with only 1 fulltime webcareer .
I meet Maikel Egging , service manager in the Online Innovation team of OHRA and Delta Lloyd. In 2010, he started structuring the tweets of enthusiastic employees and placing them in the internal contact center. Now they work according to a strict process and the only full-time webcareer can fall back on colleagues in the contact center, spokesperson and PR in case of a crisis. Let's start at the beginning and define what does and does not fall under webcare.
“Webcare has two important aspects. The first is to answer the customer saudi arabia mobile phone number list question and thus offer direct service. Online is an additional channel to facilitate this. In addition, webcare functions as the conscience of the organization, especially from a reputation perspective. We do this by monitoring what is said about the labels on a daily basis. This allows us to better conduct the conversation with all stakeholders, such as customers, the media, our intermediaries and the government.”
I meet Maikel Egging , service manager in the Online Innovation team of OHRA and Delta Lloyd. In 2010, he started structuring the tweets of enthusiastic employees and placing them in the internal contact center. Now they work according to a strict process and the only full-time webcareer can fall back on colleagues in the contact center, spokesperson and PR in case of a crisis. Let's start at the beginning and define what does and does not fall under webcare.
“Webcare has two important aspects. The first is to answer the customer saudi arabia mobile phone number list question and thus offer direct service. Online is an additional channel to facilitate this. In addition, webcare functions as the conscience of the organization, especially from a reputation perspective. We do this by monitoring what is said about the labels on a daily basis. This allows us to better conduct the conversation with all stakeholders, such as customers, the media, our intermediaries and the government.”