O2 launches 'world first' #TweetServe program

Published: 17/12/2013
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In 140 characters or less, O2 today announces a new way for customers to find out a range of account information without having to phone Customer Service.

The ‘#TweetServe’ program, believed to be the world’s first, allows customers to tweet @O2 using specific keywords and get account information such as their balance sent back to them in a Twitter direct message.

“#TweetServe marks the next stage of our digital Customer Service transformation, which reflects the changing expectations of our customers said Feilim Mackle, Sales and Service Director at Telefónica UK. “As one of the first UK communications companies to have joined Twitter and with the greatest number of followers, we’re committed to keep pushing the boundaries in social media.”

Designed to be secure

#TweetServe has been developed in response to O2 seeing rising customer demand for digital interactions – one million fewer voice calls per month are being made to Customer Service compared to two years ago – and is designed to be completely secure, requiring users to verify their mobile number before they can use #TweetServe and only sending account specific information via direct message.

“Twitter is a great platform for brands who want to connect directly with their customers,” said Dara Nasr, head of sales for Twitter UK. “We are excited to see O2 using Twitter to improve customer service and make account information accessible in real-time.”

To register, customers need to follow @O2 on Twitter and tweet “@O2 #TweetServe”. The customer will then be automatically followed by @O2 and sent a Twitter direct message with a verification code. Once they’ve sent that code to O2 by text message they’ll be set up for #TweetServe.

Nine commands available now

#TweetServe, available now, launches with nine direct message commands available to O2 customers in the UK:

  • #charges: Sending #charges will display the customers’ current Pay Monthly bill balance or, if they’re on Pay & Go, their remaining credit
  • #data, #text or #minutes: Customers on packages with inclusive minutes, texts or data can send these commands to see their remaining amount
  • #android, #windows or #ios: Customers sending their choice of operating system can receive news from O2 about updates to their operating system
  • #handsets or #offers: Sending either of these commands means customers will receive direct messages with special offers or deals on new phones

Customers can opt out of #TweetServe at any time after they’ve signed up by texting #stop. “We are excited to have developed #TweetServe with Telefonica and Twitter,” said Jay Patel, CEO at IMImobile. “The service marks a step forward to the next generation of digital customer services in response to a change in customer behaviour and delivers easy and direct access to the most common service requests. We are committed to keep supporting Telefónica as they expand their digitally led customer service strategies.”

Social Media has been an integral part of O2 since 2008, with the company now having more than one million fans across Facebook, Google+ and Twitter and having won numerous awards and plaudits for its use of these platforms.

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