Business blog: glimpse of the future...

[Marjo]

Hi guys happy Thursday!

There was an interesting article recently in the O2 Business Blog about the future of customer service and what O2 thinks about it. The article gives a cool glimpse of some upcoming developments that maybe you'd be interested in reading about!

Here's a link to the whole article on the blog.

Check this part out: "In the not too distant future, our customers could be contacting us directly through the My O2 app that already gives O2 customers access to their account. The difference is that they’ll be using the kind of ‘messenger’ style features they already know from social media tools like WhatsApp. They only have to sign in once to My O2 and after that the system will know who they are whether interaction is with a smart bot or a real person, to make it easier for us to identify issues and give a more personalised service."

Thoughts?

[Glory1]

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@Curr946 wrote:
Sky uses this type of service through the mysky app.

But O2 would have to get the myO2 working correctly first.

It's only been about 7 months mine has been on the blink.

O2s complaint response was, use the mobile mobile page.

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Doesn't really solve the problem does it?

[jonsie]

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@Glory1 wrote:

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@Curr946 wrote:
Sky uses this type of service through the mysky app.

But O2 would have to get the myO2 working correctly first.

It's only been about 7 months mine has been on the blink.

O2s complaint response was, use the mobile mobile page.

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Doesn't really solve the problem does it?

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It does for that particular adviser 

[Glory1]

But not for you which is the point after all. Customer Services still has a long way to go before they get it right and all customers feel they are getting the best help/advice available.

That's why customers will keep coming to the Community. At least they know we go out of our way to really help them.

[Beenherebefore]

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@Glory1 wrote:

That's why customers will keep coming to the Community.

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Thinking it's another way of contacting O2 Customer Services !!

[Glory1]

Agreed @Beenherebefore. And that's not going to change until it's made clear that we are NOT customer services but an online community of O2 customers with expertise to assist with all queries except those relating to their accounts.

And that will only happen when, as has been requested by many of us, a statement to that effect is a 'front page' to the O2 Community.

[Beenherebefore]

https://community.o2.co.uk/t5/Discussions-Feedback/Why-do-so-many-customers-think-the-Community-is-O...

And in 21 days it will be 2 months since I first raised this problem even though the problem was known to many for many weeks before I raised it.

[Glory1]

Totally agree and it's extremely frustrating for everyone to have to constantly repeat we are not customer services ....... etc etc. But as also has been said are O2 bothered and the answer seems to be no. So unless that changes nothing will happen.

[MI5]

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@Glory1 wrote:
But as also has been said are O2 bothered and the answer seems to be no.

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Why would they be bothered.

We do the work of 20 CS agents for less than the price of 1

[Glory1]

And considerably better too, don't forget that.