Quickscan community management & webcare

You and your company are active on social media and you have regular contact with your target group. Questions and complaints are answered by the webcare team or customer contact center, but you still have the feeling that you can add more value. How can you make this happen? And where do you start?

The first step to improve online conversations with customers is through a good overview of your current activities and achievements. With this quick scan you can see what you’re doing right in terms of community management and webcare, but also which opportunities you are missing out on.

How do we tackle the community management & webcare quick scan?

This scan provides insights into current dialogues with your target groups on social media. We do the scan with public data from your social media channels. We look at a 30-day period and scan 50 messages.

The scan is not only a factual representation of your performance, but also a qualitative research. The following components are covered in the scan:

• We measure the average response time on your social media channels based on a sample (N = 50).
• We make a quality scan (N = 50) based on:
  • Is sufficient information given to the customer?
  • What is the quality of the dialogue? Eg: correct use of empathy?
  • Is the tone of voice consistent?
  • Is grammar used correctly?

The quality scan is explained with examples.

Service & community management:

• Missed opportunities
• Successes
• Recommendations

Competitor quick scan

We can also analyze the digital engagement activities of a competitor. In this way we can add a benchmark in the scan. The competitor quick scan has the same structure as the quick scan, excluding the recommendations.

If you add two competitors, we will make a summary in addition to the scans in which you can see in one overview how you are performing compared to your competitors. Different languages ​​possible
The scans are based on one language and one country or market. We can make the scans in these languages:

• Dutch
• English
• French
• German
• Italian

If multiple languages ​​or markets are desired, this is possible for an additional price.

Want to start? We are happy to help you!

Are you curious about how your company is doing? Do you see the importance of a good digital engagement strategy, but you don’t know where to start? We enjoy diving into your social media channels and offer you specific insights.

Based on these insights, a strategy can be developed and concrete steps can be taken. Let’s start with a quick scan!