- #TweetServe allows O2 customers to use Twitter hashtags for the most common customer service enquiries.
- Built in partnership with Telefnica, the service is believed to be a 'world first' in the mobile operator industry
Believed to be a world first in the mobile operator world, #TweetServe merges the mobile and social channels to allow O2 customers to use Twitter for a range of customer service enquiries. The new service, developed in partnership with Telefnica, 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 whilst increasing loyalty and improving customer satisfaction.
With a fundamental shift of consumer behaviour, companies now need to take the next step into digitally led Customer Service in order to make it easier for customers to interact with a business. #TweetServe is O2's response to this change 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
#TweetServe is available to Pay Monthly and Pay & Go customers in the
To find out more about #TweetServe please visit www.imimobile.com/twitterselfcare or contact IMImobile at firstname.lastname@example.org.
Note to the editor:
To register for #TweetServe in the
Follow @O2 on Twitter (existing Twitter account required).
Compose and send a Tweet @O2 with #TweetServe (e.g. @O2 #TweetServe). Customers will then be automatically followed back and will receive a Direct Message (DM) with instructions to register for the service.
Customers have to send a text message with the keyword 'TWEET' followed by a unique code (provided via the DM) and their Twitter ID (e.g. Tweet Code @MydID) to the short code 20555.
The customer will then receive a registration confirmation via text message and Twitter DM. After this the customer is now ready to use the service by sending hashtag commands.
#TweetServe hashtag commands:
#charges (for Pay monthly customers only): Sending #charges will display the additional charges on top of their monthly bill.
#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.
#stop: Customers can use this command to opt out of the service at any point.
IMImobile is a leading global provider of end-to-end mobile engagement software and solutions to mobile operators, enterprises and media companies with over 650 employees and a presence across
The IMImobile product and service portfolio is built on a core modular service platform called the DaVinci Evolved Service Platform hosted in the cloud. On top of the DaVinci platform sits a suite of consumer lifecycle solutions that allow operators and enterprises to drive revenue generation, self-care, customer acquisition, customer retention and audience engagement through the mobile device.
IMImobile is working with over 100 Blue Chip companies and its services reach over 1 billion subscribers in over 72 countries. IMImobile's operator customers include
For more information visit www.imimobile.com
O2 is the commercial brand of
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