Social media and customer service

Meyer London (LOC)Social media gaffs are two-a-penny these days but what was unusual about 02’s network problems last week was the praise the telecoms operator attracted for its handling of the situation.

I follow many communications professionals on Twitter and it was striking that those I saw reference 02’s problems did so to praise the company’s use of social media as a customer service tool during the network blip.

Although I’m on 02 I use my phone more as a music player or to browse the Internet at home (via WiFi) than as a telephone, so I almost didn’t notice the network was down.

Nevertheless 02’s timely use of social media to attempt to placate a customer service situation, albeit via channels that users of its network may not have been able to access while the network was down, were a timely reminder of the multi faceted customer service strategy companies are under pressure to adopt for today’s consumer.

The forthcoming Olympics, the first truly social media Games don’t forget, will mark a real test of whether other organisations can rise to the occasion and use their rapidly expanding social media accounts for customer service.


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