topic Re: Additional support on O2 Community in Welcome & News

Additional support on O2 Community

Chris_K — Tue, 08 Mar 2022 13:24:32 GMT

Hello everybody,

As you may have seen from us over the past few days, we have been keeping our customers updated on what we’re doing during the COVID-19 crisis. With the temporary closure of our O2 stores, we anticipate an increase in queries here on the O2 Community and through our O2 Social Media profiles. That said, as of today we have introduced a temporary new support resource on the O2 Community to compliment the amazing help, support and advice our regular members already provide – and hope they will continue doing.

New to the O2 Community?
This is a unique support platform that consists of other O2 customers. We have a lot of fantastic content created by these other members and customers, such as this fantastic My O2 guide, a guide on avoiding unexpected call charges, or this guide on spend caps. Until now, we have not had an O2 support resource like this and the majority of support so far has been from O2 customers helping other O2 customers. For those members, we thank you for all your amazing support so far, and we hope you continue doing what you do best.

The new team
All of these new members have the title of ‘O2 Support’. They are O2 employees who have come from our O2 stores or other areas, and have intimate knowledge of our processes, systems, and the help & support we can offer. For the time being, it’s best not to tag these new support members into specific support requests. Instead, they will get to grips with this new but temporary way of working and start dipping in and out of threads where they can offer their support or advice. Here are the new team members, with others being added soon.

What can they help with?
There’s no hard and fast rule here, but in general, all our new members above can help with anything and everything that doesn’t require access to your O2 account. This may include general advice, personalisation or setup of a phone or tablet, support with parental settings.

To be clear, the team cannot help with anything requiring access to your account. We also want to emphasise that this new support resource is temporary during our store closures, and we envision this team working alongside and to compliment the support our regulars already provide.

To our regulars
This shouldn’t change anything you already or currently do – this additional and temporary resource is purely to help with any potential increase in questions or issues customers may share here in the coming days or weeks.

Re: Additional support on O2 Community

Cleoriff — Fri, 27 Mar 2020 10:24:45 GMT

Thanks for that info @Chris_K I have just met @O2Hannah who is already posting.

Re: Additional support on O2 Community

Chris_K — Fri, 27 Mar 2020 10:29:04 GMT

@Cleoriff wrote:

Thanks for that info @Chris_K I have just met @O2Hannah who is already posting.

She's quick off the mark! We know the Community has been getting busier and busier lately - which may continue for some time - so we hope this new support will be able to take a bit of stess off you and our other regulars.

It's a new level of support we've never had before and though temporary, we're open to any ideas, feedback or suggestions. Bottom-line is we want this support to run alongside the support our members already provide, while the Community is as busy as it is due to the COVID-19 crisis

Re: Additional support on O2 Community

O2Hannah — Fri, 27 Mar 2020 10:31:40 GMT

Lovely to meet you all!

I'm an Assistant Store Leader in one of our beautiful flagship stores. So if you have any general queries that you would usually come into store for, give me a shout!

Hannah

Re: Additional support on O2 Community

gmarkj — Fri, 27 Mar 2020 10:39:41 GMT

Welcome @O2Hannah to the (slightly more) madhouse that is the community.
Thanks for the additional support you and the others are providing, and the introduction from Chris.

Re: Additional support on O2 Community

MI5 — Fri, 27 Mar 2020 10:40:58 GMT

Re: Additional support on O2 Community

Mi-Amigo — Fri, 27 Mar 2020 13:12:23 GMT

Hi @O2Hannah

Great, Hannah, to have you supporting the members who are helping customers during these difficult times while others, like me [who is not tecky-minded] are entertaining the troops in the ~~madhouse~~ Off Topic, which, if you get the chance, I hope you`ll drop by and join in ~~mayhem~~ fun

Re: Additional support on O2 Community

jonsie — Fri, 27 Mar 2020 13:17:03 GMT

A massive welcome to

Help very welcome too

Re: Additional support on O2 Community

Cleoriff — Fri, 27 Mar 2020 13:22:49 GMT

@jonsie wrote:
A massive welcome to
@O2Lauren
@O2Hannah
@O2Dan
@O2Stacey
Help very welcome too

Yes big welcome to the madhouse @O2Hannah @O2Lauren @O2Dan and @O2Stacey

You will be busy on here.

Re: Additional support on O2 Community

O2Lauren — Fri, 27 Mar 2020 14:04:48 GMT

Hi all!

Thanks for the warm welcome

Re: Additional support on O2 Community

jonsie — Fri, 27 Mar 2020 14:05:59 GMT

@O2Lauren wrote:
Hi all!

Thanks for the warm welcome

We are grateful for the help

Re: Additional support on O2 Community

O2Stacey — Fri, 27 Mar 2020 14:56:04 GMT

Hi everyone!

Thanks for the warm welcome! Here to help where i can

Re: Additional support on O2 Community

Mi-Amigo — Fri, 27 Mar 2020 15:18:37 GMT

@O2Lauren and @O2Stacey

Welcome to the Fun Factory - aka the Mad House - aka the O2 Community...

Great to have you helping out and hope you have a good time and if possible get a chance to pop along to Off Topic and join in the banter and chat [an escape from the very serious situation we are all in]

Re: Additional support on O2 Community

MI5 — Fri, 27 Mar 2020 15:20:27 GMT

Welcome all

Re: Additional support on O2 Community

Mi-Amigo — Mon, 30 Mar 2020 11:48:42 GMT

@Chris_K

While any additional support is to be welcomed - if it contributes to assisting customers, I do feel that the current situation needs to be brought to the attention of the admin and Social Media Team.

Over the past few days, long-time members of this Community have spent literally hours dealing with an unpresidented number of customers` questions - partly due to not being able to contact customer services and with Online Chat no longer available and O2 stores being closed due to the coronovirus crisis.

Not once has there been any sign or show of gratitude to this commitment to helping customers by members of the Community. A Thank You and expression of appreciation would go along way...

Before there is any accusation that I am seeking self-praise, I would like to make it clear that as much as I would like to contribute to dealing with the customers` questions my limited knowledge of any technical aspect would be more hinderance that help. However, there does not prevent me from recognising the help and assistance fellow members of the Community have given and continu to give

Surely, there should be some way in which the problems customers are experiencing can and should be addressed without relying on the members of this Community?

Could the recently appointed O2 supporters please be on a rota - so that they can cover and correctly answer the customers` questions at least during normal hours? As merely one suggestion of dealing with this situation, which - lets face it - is going to get worse before it gets better.

I hope this is taken seriously - for the benefit of members of the Community and O2 customers.

I await your response.

@Mi-Amigo

Re: Additional support on O2 Community

jonsie — Mon, 30 Mar 2020 11:49:45 GMT

Great post @Mi-Amigo

Let's hope we get a response

Re: Additional support on O2 Community

Cleoriff — Mon, 30 Mar 2020 11:52:59 GMT

Totally agree @Mi-Amigo

When I last had a PM from @Marjo a few days back she told me the numbers of new members had more than trebled. It's hard to keep up.

We are trying to work as a team but it's relentless.

Re: Additional support on O2 Community

Mi-Amigo — Mon, 30 Mar 2020 12:02:37 GMT

@Cleoriff wrote:
Totally agree @Mi-Amigo
When I last had a PM from @Marjo a few days back she told me the numbers of new members had more than trebled. It's hard to keep up.
We are trying to work as a team but it's relentless.

So admin recognise that the number of members has - not surprisingly - trebled, which adds to my point about getting the support necessary to deal with the influx.

If O2 can`t have the common decency to do the right thing, then I will...

Iwould personally like to thank

@Cleoriff @jonsie @MI5 @gmarkj @Bambino and all the other members of the Community

for their brilliant job in the light of an almost workload.

Re: Additional support on O2 Community

Chris_K — Mon, 30 Mar 2020 12:08:23 GMT

Hey @Mi-Amigo,

Firstly, I do want to give a massive thank you to you and every single one of our Community regulars and members for any and all help we've been given over the last few days, weeks, and indeed months and years. We never take your assistance for granted and we know you do this because of your love for the community.

That being said, we know there has been a massive increase in activity here, and we 100% recognise this influx is causing you all some added pressures in trying to deal with all of these queries. Last week we introduced 4 new members as anniunced on this thread which was the start of our O2 Support on the O2 Community. This is new and has never been done before, so we're stll learning from this... We know we might not get it right first time, but we want this to work for the good of the Community, to help supplement the help you and your fellow members provide, and take some stress or pressure off our regulars.

I will be announcing it officially very soon, but we are bringing our O2 Gurus to the O2 Community which will bring a lot more O2 Support and help elleviate a lot of the pressures our members are feeling. We're sorry this didn't happen sooner, but our O2 Guru support has come together in a very short period of time, and we've been working behind the scenes to make it happen.

PS. For any of our regulars who have any support ideas, suggestions, want to get anything off your chest, or just voice any concerns or issues, I encourage you to let me, Martin & Marjo know. We know times are strange, and we don't want you guys feeling like you're up against the wall... That's the last thing we want.

Re: Additional support on O2 Community

MI5 — Mon, 30 Mar 2020 12:09:55 GMT

Tell support not to repeat everything we have already posted, would be a start to a more harmonious relationship.