IMImobile and O2 launch Twitter Self-Care service ‘#TweetServe’

IMImobile announced the launch of #TweetServe, a new innovative Twitter based customer service offering from O2. 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 Telefónica, 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 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 instant access to the most common customer service enquiries, such as balance enquiries for texts, minutes, data usage or future upgrade information.

Jay Patel, CEO of IMImobile commented: “We are excited to have developed #TweetServe in partnership with Telefónica. The service forms part of the next generation of digital customer services, delivering easy and direct access to the most common service requests. We are committed to keep supporting Telefónica as they transform their digitally led customer service strategy.”