This may be an ambitious goal in some cases, but together with 24/7 accessibility, they are giving a clear service signal to their customers. I wonder who will follow in addition to Vodafone and KLM. According to Marco de Mooij, in some cases even customers of T-mobile and KPN come to them with questions.
How do you measure the results of your social media efforts when they are focused on service provision? Vodafone still seems to be struggling with this. Apart from registering the usual social interactions (direct posts, messages and mentions), the Net Promoter Score is the main focus . A methodology that can measure the influence of these activities on turnover is still pending.
The ROI of good customer insights is also not easy to determine, but customer insights are essential in australia phone number list the continuous optimization of your service provision. Vodafone therefore considers the webcare team as 'the eyes and ears of the organization'. Partly for this reason, the in-house webcare team has been expanded to 15 people.
In order to answer customer questions efficiently and adequately and not to send problems back to the organization every time, Vodafone pinpoints common problems. The challenge is to place these types of pre-digested solutions in the right context of the conversation with the customer. Without the right context, there is a risk that the answer of the webcare employee is not experienced as authentic and sincere and the customer feels fobbed off with a standard answer.