I recently had a text from O2 saying I qualified for an upgrade to the 3G iPhone which naturally interested me as my contract expires in June. So I called them this week to be told the text was an error and actually I am not entitled. I argued the case with the call centre that if they say I am eligible then I am eligible, but they just said it was a mistake and no, I was not eligible. However, I would be eligible in mid May but I couldn’t do it now.
Grrrrr
So, O2 have been on Twitter for some time and I have always followed them. I pinged them my grievance. They responded swiftly and over the course of 24 hours we maintained a dialogue and they looked into the problem.
The ultimate outcome was that it was a mistake and they can’t rectify it. The fact they paid attention, continued a dialogue and ultimately spoke plainly made my customer experience soooo much better than a call centre can ever achieve.
The fact that I don’t know ‘who’ was twittering on behalf of O2 does not matter, they connected with me in the channel I preferred and left me with a very positive opinion of O2 customer support. If only other brands would do the same, Evernote - are you paying attention?
Thank you O2.
http://twitter.com/O2UKOfficial
Social Media & Brands: where does the brand stop & the person begin? :: Jamie Riddell
on Jun 17th, 2009
@ 11:44 am:
[...] Social Media & Brands: where does the brand stop & the person begin? By Jamie Riddell Hey! If you are new here, and you like the content, would you like to subscribe to the RSS feed to keep updated?Powered by WP Greet BoxI have been having a few issues with O2 lately. Naturally I turn to Twitter to see if I can fast-track some form of response. I tried it in the past and to be fair they were great, so great I blogged about them. [...]