In Lelystad, there is currently a lot of maintenance on city roads. The Engineering Office and Project Management department ask whether, in addition to social mia channels such as Twitter and Facebook, they could also use WhatsApp for questions about the road works. The Communications Team had already investigat this, and it turn out that it could be done via our web care system OBI4wan, so we were able to switch quickly. That’s how the ball start rolling. Initially, we will run this for a few months as a trial, in which we answer questions specifically about the road works.”
When using WhatsApp, you have
to deal with a few platform-specific characteristics. For example, people are not limit to 140 characters united kingdom phone number library like with Twitter. The municipality of Lelystad notices that people ask their questions more specifically and with more details. In addition, the clos nature of WhatsApp lowers the threshold for asking questions. The evaluation of Terneuzen also shows that people like the fact that they no longer necessarily have to call.
Experiences with WhatsApp as a web care channel for municipalities
Conclusions from the evaluation of WhatsApp as a web care channel by the municipality of Terneuzen
Employees of the municipality of Terneuzen are also positive about the new channel. Not only are they thank more often than on Facebook or Twitter, the tone also seems to be friendlier and calmer. A conclusion that several companies also drew in their evaluation. Both Terneuzen and Lelystad indicate that they have approximately 5 to 10 conversations via WhatsApp every day. According to them, the questions do not differ much from those of other channels such as telephone, Twitter whatsapp business api use cases or Facebook. The vast majority of questions are simple questions (opening hours, passport applications & marriages) and can be answer perfectly well by the Customer Contact Center (KCC) or Civil Affairs.
The chance of escalation is less via
WhatsApp than on Facebook, for example. Other people sometimes join in conversations there. The fact that the india number list mium is not only for young people is evident from the age distribution of WhatsApp contacts of the municipality of Terneuzen. For example, they also text someone who was 80 years old.
Number of WhatsApp
Number of messages via WhatsApp in addition to well-known web care channels such as Twitter and Facebook (2 August to 4 September)
Citizens’ expectations of the new mium are extra high, says Terneuzen: