Posts Tagged ‘customer service’
O2 engages with customers through Twitter
November 4th, 2008
Hats off to O2 - after years of getting its telephone customer service completely wrong, it’s finally doing a great job of engaging with disgruntled online customers.
Yesterday, in a moment of exasperation, I Tweeted the following about my mobile provider (after being on hold to O2 for 40 minutes):
“wendymcauliffe: O2 truly has the worst customer service I’ve ever encountered. Every time I need to contact them my blood pressure rockets!”
A couple of minutes later, I received the following reply:
“hellojp: @wendymcauliffe Hi there, I work for O2 and saw your tweet - anything I can help with?”
After briefing describing my predicament, I promptly received another reply:
“hellojp: @wendymcauliffe Oh no, not ideal! Definitely not what we’d be aiming for - sorry you had such a hard time! Did you get your problem fixed?”
The O2 representative then went on to give me his personal email address, so that I could email him with the details of my enquiry which he has promised to handle today.
I’m not sure who’s behind O2’s adoption of Twitter, but this is definitely a step in the right direction, and something that all public service companies should be doing. While there are still big improvements to be made with O2’s telephone customer service, it’s great to see them engaging with customers online in such a timely fashion.
It will be interesting to see how my case is dealt with today!