O2 brand image for customer service

[NetworkNorm]

In the recent calls I’ve had to make to O2, I’ve noticed a couple of things that cheapen the brand IMHO, and I’m surprised that a company of its size and worth would do:

1) The “voice” they use on their IVR is just awful and clearly basic “AI.” They used to use a proper voiceover artist so am surprised that they have cheapened and gone down this route. Even smaller companies have professional sounding voices as their audio shop window.

2) The hold music or should that be Muzak - that awful jazz drove me mad, especially having to listen to it for 45 minutes plus just to get through.

Always been loyal to O2 and its predecessors right back to original Cellent days ( yes I know, loyalty counts for nothing but I’m someone who struggles with change ) so disappointing to see them go downmarket from a CS perspective. 

If mobile networks were like supermarkets, I’d always placed O2 at the higher ( posh ) end, now they are more like Asda. 

[Enlli]

@NetworkNorm wrote:  If mobile networks were like supermarkets, I’d always placed O2 at the higher ( posh ) end, now they are more like Asda. "

Some won't remember them but I would say more like NETTO.

[jonsie]

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@NetworkNorm wrote:

If mobile networks were like supermarkets, I’d always placed O2 at the higher ( posh ) end, now they are more like Asda. 

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I'd go with Kwik Save or even Somerfields...

[NetworkNorm]

There's definitely been a drop in quality & standards since the merger with VM that's for sure. Shame that BT didn't get to buy it back as was rumoured before they went after EE

[Enlli]

Two words

Vulture Capitalism

[jonsie]

To me, O2 are struggling as a network

Their systems are antiquated and they need a cash injection

As for customer service it's gone down the toilet since the merger although it wasn't brilliant before....