Although it is often advised to respond proactively (unsolicited) to negative statements, and this is often done by webcare teams, there has been little research into whether this is appreciated by the consumer. After all, you can well imagine that receiving an unsolicited response to a tweet is not desired by every tweeter. For example, below, the Rabobank webcare team responds to an online statement without the consumer specifically requesting it (consumer's name and photo made invisible).
The other choice companies have to make when it comes to webcare is senegal mobile phone number list whether to respond on behalf of the employee (personal) or from the company (impersonal). In practice, we see that many companies opt for personal webcare responses such as responding in the first person. Probably in the hope that it will be seen as more human and natural. But which webcare strategies are most effective for increasing the perception of communicating with a human voice and increasing brand evaluations in responses to negative tweets has never been part of a scientific study before. Until now.