Ask o2 how they use social media

[Third Sector Lab]

I’ve been particularly impressed at how quickly and efficiently o2 deal with customer queries on twitter. Is this openness having a positive effect on customer satisfaction and increasing business for o2?

Well now you can find out as James Paterson, Digital Communication Manager at o2, has agreed to do a twinterview, taking all the questions from folks on twitter and beyond.

If you’ve got something you’d like to ask James please leave your question as a comment on my blog. We’ll have the full interview up next week.

Closing date for questions is Friday 19th June at 5.00pm (BST).

 

[Gordon N]

This is the way I believe many businesses will go, one example I can think of off the top of my head is the Seesmic team (they make a Twitter/Facebook desktop client amongst other online services). All of their customer support is done using Twitter, they also appear to constantly search for tweets containing their product names and offer on-the-fly answers and support.

There is a lot to be said for fast, personal support services that actually work.

 

[Third Sector Lab]

There is a lot to be said for fast, personal support services that actually work.

Exactly! Plus, other than staff time, it is free to use so really it's a no brainer.

If you've got a question for James about how o2 use social media feel free to leave a comment on my blog.

 

[kazza]

they also appear to constantly search for tweets containing their product names and offer on-the-fly answers and support.

I wish they would constantly search for the missing texts, voicemails and mms that never get delivered yet get stuck on bills. Our firm are dumping o2 because of the network issues we've suffered over the past 2 years. We've asked, posed questions on their support forums and so on and their service never gets any better. We're switching to Vodafone in July thank goodness!

 

[Gordon N]

I wish they would constantly search for the missing texts, voicemails and mms

The comment you quoted me on was about Seesmic, not O2.

 

[Scottish Business Owner]

With regards to O2 I cant actually speak highly enough of them. I've been with all four major networks and they are by far the best.

I actually has a similar experience with Easyjet on Twitter and made some comment about flying somewhere. Within about 15 minutes I got a reply from easyjet direct with lots of links etc which I was really impressed with.

It's hard to see whether Twitter will have any form of staying power or will just be another fad. These businesses seem to have a real problem with proving their business models and actually monetising them.

For now though I think it's quite positive and everyone from a very small business to a large multi-national can use it to provide a better customer experience.

 

[kazza]

The comment you quoted me on was about Seesmic, not O2.

Oops, sorry got my quotes mixed up. Still wish they'd sorted out their problems as I was thinking about getting an iPhone but the o2 network puts me off.