This is also visible in the other results. Organisations that communicate that they do webcare (34%) are approached more often via social media than organisations that do not. They also receive more complicated questions via this channel.
The reasons why organizations do not actively communicate webcare to the customer are very diverse. The most given reason, with 42%, is that webcare is not yet sufficiently developed for this:
a good addition, and we will certainly do that in the future.”
“The implementation is not yet such that continuous webcare can be guaranteed and facilitated. We actively refer to the other channels.”
Approximately 17% of respondents indicate that they want to leave it up uganda mobile phone number list to the customer to choose how they want to contact the organization in question.
“We assume that people use the channel of their preference. We now see webcare as an addition to the existing channels. So it does not yet replace our telephone service, which is why we do not yet actively point it out to customers.”