{"id":26653,"date":"2017-06-30T11:33:52","date_gmt":"2017-06-30T11:33:52","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/de-opkomst-van-sociale-klantenservice\/"},"modified":"2026-01-19T12:52:55","modified_gmt":"2026-01-19T12:52:55","slug":"de-opkomst-van-sociale-klantenservice","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/de-opkomst-van-sociale-klantenservice\/","title":{"rendered":"De opkomst van sociale klantenservice"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_4e1aa7a397ad13e37a4da78fed7cb483\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Geen onderdeel van een categorie <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">De opkomst van sociale klantenservice<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_4e1aa7a397ad13e37a4da78fed7cb483\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fde-opkomst-van-sociale-klantenservice%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fde-opkomst-van-sociale-klantenservice%2F&#038;text=De opkomst van sociale klantenservice\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fde-opkomst-van-sociale-klantenservice%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><div class=\"wpb-content-wrapper\">\n<p><em>De manieren waarop mensen omgaan met de wereld om hen heen en hoe klanten verwachten om te gaan met bedrijven zijn niet meer wat ze ooit waren. Hussein Kamel, Senior WFM Consultant bij Calabrio, bespreekt hoe goed afgestemde klantenservice via sociale media niet langer een keuze is, maar een noodzaak.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2017-03-23\/c69z7j\" target=\"_blank\" rel=\"noopener noreferrer\">De wereld om ons heen verandert<\/a>, maar hoe precies? Hier zijn enkele interessante feiten.<\/p>\n<p>&nbsp;<\/p>\n<p>Alleen al in 2014 bestond <a href=\"https:\/\/www.comscore.com\/Insights\/Blog\/Major-Mobile-Milestones-in-May-Apps-Now-Drive-Half-of-All-Time-Spent-on-Digital\">60%<\/a> van al het online verkeer uit smartphones en tablets, tegenover 50% in 2013. 82% van de mensen die <a href=\"https:\/\/about.twitter.com\/company\">Twitter<\/a> gebruiken, doet dat tegenwoordig via hun mobiele apparaat en van de 1,74 miljard maandelijks actieve <a href=\"https:\/\/expandedramblings.com\/index.php\/facebook-mobile-app-statistics\/\">Facebook-gebruikers<\/a> logt 56,5% ALLEEN via een mobiel apparaat in op hun account. In een <a href=\"https:\/\/www.gartner.com\/newsroom\/id\/2101515\">publicatie van Gartner<\/a> over sociale media voorspellen ze dat het weigeren om sociale media te gebruiken om met klanten te communiceren binnenkort net zo schadelijk zal zijn voor bedrijven als het niet beantwoorden van een telefoontje of e-mail nu is. Het gebruik van social customer care programma&#8217;s <a href=\"https:\/\/www.conversocial.com\/blog\/17-surprising-social-customer-service-statistics#.V0bkE5F942w\">is vervijfvoudigd<\/a> van 12% in 2010 tot 59% in 2013 voor grote klantenservicecentra. <a href=\"https:\/\/www.nielsen.com\/us\/en\/insights\/reports\/2012\/state-of-the-media-the-social-media-report-2012.html\">33%<\/a> van de gebruikers neemt zelfs liever contact op met merken via sociale media dan ze te bellen.<\/p>\n<p>&nbsp;<\/p>\n<p>Sociale klantenservice is nu een realiteit aan het worden, in tegenstelling tot het traditionele model waarbij klanten bellen en wachten tot ze antwoord krijgen. Veel van onze communicatie tussen onze groepen, zowel sociaal als professioneel, verloopt via verschillende mobiele berichtentoepassingen op sociale platforms die we allemaal binnen handbereik hebben. Het is snel en gemakkelijk. Bovendien kun je je bij sociale media en &#8220;groepsdenken&#8221; identificeren met andere gebruikers, met gebruikers die jouw interesses of gemeenschappelijke pijnpunten delen.<\/p>\n<p>&nbsp;<\/p>\n<p>De snelheid waarmee dit is veranderd, heeft ertoe geleid dat bedrijven <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2015-04-30\/yxn8m\" target=\"_blank\" rel=\"noopener noreferrer\">sociale media moeten gaan zien als een echt kanaal voor interactie met hun klanten<\/a>, wat ook veel voordelen met zich meebrengt. Het is een gemakkelijke manier om meer te weten te komen over je klanten en hun voorkeuren. Hiermee kun je direct feedback ontvangen. Met sociale media kunt u sneller en goedkoper inhoud delen.<\/p>\n<p>&nbsp;<\/p>\n<p>Als dit kanaal wordt genegeerd, kan dit natuurlijk schadelijk zijn voor de reputatie van een organisatie. Als er geen duidelijke strategie is om bij te houden hoe er op uw bedrijf wordt gereageerd op sociale media &#8211; wat er wordt gepost, becommentarieerd of getweet over uw merk &#8211; of hoe u daarop kunt reageren, dan kan dit onverwachte, waarschijnlijk ongewenste, gevolgen hebben voor uw merk.<\/p>\n<p>&nbsp;<\/p>\n<p>Dus als uw organisatie geen duidelijke strategie heeft voor het omgaan met sociale media als een zeer legitiem en echt klantinteractiekanaal, met een goed gedefinieerde klantenservice in de komende periode, dan is het zeer aan te raden om deze discussie te starten. Uiteindelijk, in alle gevallen, zijn de klanten op FB, Twitter en andere platformen waarschijnlijk begonnen met discussies over je merk, het is jouw keuze om deel te nemen aan die discussie, of om ze hun gang te laten gaan.<\/p>\n<p>&nbsp;<\/p>\n<p>Sociale klantenservice is nu realiteit en zal blijven.<\/p>\n<\/div>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":234,"featured_media":40035,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[50],"tags":[],"blog-languages":[],"class_list":["post-26653","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>De opkomst van sociale klantenservice | Calabrio<\/title>\n<meta name=\"description\" content=\"Sociale klantenservice is een blijvertje. 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