Social CRM in Netherlands getting more customizable
Webcare has become almost commonplace in the Netherlands. Thousands of organisations tweet profusely and seek interaction with the online public. But how active are Dutch organisations in webcare via Twitter? How often and how fast is the average response? This Infographic shows the status of Twitter webcare in NL, looking at more than 1,700 accounts that use a paid webcare tool.
The top 10 Dutch social CRM accounts posted in the last 30 days (16 March to 17 april) averaged 340 comments pér day! @NS_Online's account takes the most comments for her account; on average more than 600 comments per day.
Social CRM accounts are longer online
The average Twitterer does not take into account opening hours of social CRM accounts, they often expect quick answer, or at least dírect. Looking to the Top-100 organisations with most Twitter interaction they react on average within 8 hours. The group below (100-200) reacts on average within 13 hours and the other organisations respond on average within 22 hours. Social CRM is within (larger) organizations increasingly strategically deployed and also the opening hours of social CRM are becoming more spacious. That enables organizations to more messages faster to answer.
More and more organizations respond proactively
Organizations respond not only on direct mentions but also on other messages. 77% of the answers is so reactive, and in a fifth of the cases responded to a message that does not contain mentions to the account.
Organizations are making increasing use of a paid social CRM solution
To gain insight into the use of tools by Dutch organisations, the list of tools from Socialmediatoolvergelijken.nl viewed. Subsequently, Twitter was used to investigate which tool was used to respond. During the period under investigation, the distribution of tools used was as follows:
Design of the research
OBI4wanwebcaretool, from the Netherlands, examined tweets and comments of 1,740 webcare accounts. These accounts are all using a social CRM solution that focuses mainly on the business market. For a correct selection of tools is looked at the list on Socialmediatoolvergelijken.nl. Furthermore, only accounts that have at least 2 comments posted in the period from 16 March to 17 april 2015 2015 (30 days).
The images used in this blog are collected in the infographic 'The use of Twitter webcare in NL'. This is through the link to download.
About OBI4wan
OBI4wan provides an easy-to-use tool for social media monitoring, social CRM and social analytics. OBI4wan collects all relevant data from social media such as Twitter, Facebook, LinkedIn, instagram, Pinterest and more than 430,000 online forums, news sites, blogs, and websites. OBI4wan gives you insight into online conversations and allows you to create stunning fast and efficient way to report about this data. In addition, the online monitoring tool comprehensive social CRM opportunities to actively participate in online conversations.
