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

  • #TweetServe allows O2 customers to use Twitter hashtags for the most common customer service enquiries.

  • Built in partnership with Telefónica, the service is believed to be a 'world first' in the mobile operator industry.

London, United Kingdom, 17th December, 2013 - IMImobile a leading global provider of end-to-end mobile engagement software and solutions to telecom operators, enterprises and media companies, today in partnership with O2, 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."

To find out more about #TweetServe please visit www.imimobile.com/twitterselfcare or contact IMImobile at europe.sales@imimobile.com.


Note to the editor:

To register for #TweetServe in the UK, O2 customers need to follow the sign up process:

  • 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.

About IMImobile
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 Asia, Europe, America and the Middle East.

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 Aircel, Airtel, BSNL, France Telecom, Meteor, Millicom, Mobitel, MTN, Reliance, Tata, Telefónica, Tigo, Zain and Vodafone. IMImobile's media and enterprise customers include BBC, Centrica, E-ON, Ford, Mahindra & Mahindra, Star TV, Reuters, Yahoo, Google, EMI Music, Universal Music, Sony and Warner Music, The AA.

For more information visit www.imimobile.com

About O2
O2 is the commercial brand of Telefónica UK Limited and is a leading digital communications company. With over 23 million customers, O2 runs 2G, 3G and 4G networks across the UK, as well as operating O2 Wifi and owning half of Tesco Mobile. O2 has over 450 retail stores and sponsors The O2, O2 Academy venues and the England rugby team. Read more about O2 at www.o2.co.uk/news.

Telefónica UK Limited is part of Telefónica Europe plc (a business division of Telefónica SA) which uses O2 as its commercial brand in the UK, Slovakia, Germany and the Czech Republic.

Source: RealWire

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