Have do's and don'ts been drawn up? “Many things we encounter on Twitter have to do with the insurance a customer has taken out with us. An insurance policy is something personal, which is why we often can't respond to the question in too much detail on Twitter,” explains Janneke from Interpolis. “Telephone numbers and e-mail addresses are always exchanged via DM, after which we seek personal contact.” OHRA goes even further: “Often the information is too sensitive to exchange via Twitter. Even a DM is not safe enough,” says Tim.
Janneke: “We communicate on Twitter with fewer words. But we do not communicate differently than kazakhstan phone number list in our letters, in terms of tone of voice.” Maikel Egging agrees: “That also applies to us. Furthermore, OHRA, like many listed companies, has an explicit e-guideline. And of course we have the agreements that were made during monitoring.”
Complex problems in 140 characters
Questions about insurance products can be too complex to answer in 140 characters, OHRA and Interpolis agree on that too. At Interpolis, they have chosen not to grant the webcare team access to the customer relationship system. The substantive knowledge is therefore located elsewhere. Isn't that a problem? Tim: "It is important to be present at this stage, and we also have short lines of communication with the various departments in the organization. We actively respond to comments about Interpolis." Janneke adds: "Exactly, we respond to mentions. And we filter the question from individual tweets that come along. People react with surprise and positivity when we respond to something they have posted."