Webcare

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Webcare is the online customer support of any organisation through social media. Van Noort and Willemsen [1] define webcare as 'The act of engaging in online interactions with (complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns, and complaints)'. Consumers who have been provided Webcare has shown improved brand evaluations[1]. Further it has also been shown to improve consumer engagement[2] among consumers who have received it.

Webcare Teams[edit]

To improve relationship quality with the customer or to start a new relationship online, companies often employ a dedicated webcare team to respond to comments and or complaints. These teams monitor social media channels like Twitter, Facebook, Instagram, Pinterest, LinkedIn, YouTube, Google+, Vkontakte, Sina Weibo, LiveJournal on messages and measure the brand sentiment, in addition to the customer support by phone.

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