Telecom service provider Telefonica and mobile VAS vendor IMImobile announced the launch of #TweetServe, a new Twitter based customer service offering from O2.
#TweetServe merges the mobile and social channels to allow O2 customers to use Twitter for a range of customer service enquiries. The new service forms part of IMImobile’s wider multi-channel contact strategy solution offering, which is focused on enabling customer self-care services to help mobile operators and enterprises reduce operational costs of in-bound calls into call centres while increasing loyalty and improving customer satisfaction.
IMImobile in a statement said that #TweetServe is O2’s response to changes in consumer behaviour, forming part of their customer service transformation and call avoidance strategy, which has already achieved a reduction of one million voice calls per month compared to two years ago.
“With our customers’ expectation of customer service fundamentally changing and with the largest number of Twitter followers across mobile operators in the UK, we are excited to keep pushing the boundaries of social media.” said Feilim Mackle, sales and service director at Telefónica UK.
#TweetServe is available to Pay Monthly and Pay & Go customers in the UK. After completing a simple and secure sign up process, customers can send hashtag commands via Twitter’s Direct Messaging (DM) functionality to gain access to the most common customer service enquiries, such as balance enquiries for texts, minutes, data usage or future upgrade information.