Not doing Web care isn’t just an archetype, creating an ecosystem in which people do the Web care for you might create the best starting point for creating a successful social business.
Automation in social media and for Web care in particular has been always been a sensitive topic. Some might say it removes any for authenticity and that it is a sin to even think about it
Strongly process oriented and highly risk averse. It is all about following the process itself and make sure it is completely compliant, user experience is not important: the process is king.
Performance is an art, so is being a performer in web care. It is difficult to strike the balance between spotlights and business value.
If this is the behaviour you showcase then you train your customer that if they whine more, they get more. It shows that your processes are very random and that you have to appeal.
Web care is more a goal on itself than a mean to accomplish something in this case. Fashionistas in Web care just do stuff because it makes them looks good on the short term, not because it serves the business on the longer term.
Fight the fire while you can, however neglected sparks might still make a mighty fire.
Different service levels and different experiences depending on the channel and the team. Two Face is your Web care agent.
Just a few doing the job that should be done by others. However it is the lone wolf that is passionate enough to take care of it.