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Posts: 70,215
Topics: 674
Registered: ‎14-01-2013

Re: Web Chat

Chatted...or raged @pgn joy

*The Game Is On*


Posts: 6,286
Topics: 97
Ideas: 2
Registered: ‎11-04-2012

Re: Web Chat


@Cleoriff wrote:

Chatted...or raged @pgn joy


You might say that, @Cleoriff  - I couldn't possibly comment! Crazy LOL

We demand rigidly defined areas of doubt and uncertainty. Douglas Adams.
Posts: 3,776
Topics: 78
Registered: ‎13-02-2019

Re: Web Chat


@Cleoriff wrote:

Chatted...or raged @pgn joy


@pgnraged? "Never" said The Dormouse, avoiding being sent to the Naughty Step Whistle wink

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Some people see things as they are and ask "Why?"; I dream of things that never were and ask "Why not?"...
Robert Kennedy.

Posts: 68,713
Topics: 545
Registered: ‎04-01-2009

Re: Web Chat

Oh dear, you're all completely bonkers - said Alice

O2 Social Media Team
Posts: 1,236
Registered: ‎27-11-2013

Re: Web Chat


@Cleoriff wrote:

They do respond on FB @pgn , though much slower than Twitter. I messaged them on FB when the Forum was down the other day. They responded 3 hrs later.

Problem is I don't use Twitter at all, so couldn't post about the problem there.


Just a little bit of insider knowledge for y'all I wanted to share around the Social Media teams and how they operate Smiley Happy

The same Social Media team (that I'm a part of) handles all comments on Twitter, Facebook, YouTube, LinkedIn and Instagram and no platform is prioritised over another. The tool we use pulls in comments as they're made across all platforms, and with the sheer volume of comments we get, the team might 'divvy' up and assign a few handfuls of comments at a time to themselves.

During our manned hours, it's really unusual to be waiting 3 hours - the majority of comments are responded to within just a few minutes, but it can vary depending on when your comment came in, if there's any trending issues that day etc (such as our minor voice issues experiences last Friday) - but I'd like to emphasise both Twitter & Facebook comments are pulled into our tool in real-time and we don't prioritise certain comments or platforms over another.

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Posts: 70,215
Topics: 674
Registered: ‎14-01-2013

Re: Web Chat

[ Edited ]

Just so you know @Chris_K  I wasn't being critical of the team re FB.

(mine was relatively minor anyway.."Oi. I can't log onto the forum..whats the deal?" LOL

 

Twitter does seem to be the most popular platform for users though? (or so I believe)

 

I have nothing but praise for you guys anyway. A few years back I was targeted on O2 twitter by a banned member from the forum. A few people on here complained on my behalf and you and the other social media guys removed the nasty comments pretty quickly

 

I have always been grateful for that...wink

*The Game Is On*


O2 Social Media Team
Posts: 1,236
Registered: ‎27-11-2013

Re: Web Chat


@Cleoriff wrote:

Just so you know @Chris_K  I wasn't being critical of the team re FB.

(mine was relatively minor anyway.."Oi. I can't log onto the forum..whats the deal?" LOL


Ah don't worry, I didn't pick it up like that at all - just thought it was interesting from some of the comments that it's not entirely clear/obvious how the team works, so thought it might be of some interest just to give a bit more info behind how the team works Smiley Happy

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Posts: 68,713
Topics: 545
Registered: ‎04-01-2009

Re: Web Chat

Twitter does seem to be quicker to respond  I had a minor query and posted on both twitter and Facebook and the response from Twitter was within 10 minutes whereas it was well over an hour on Facebook  Same response on both for the information query though so at least it was consistent  

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Posts: 6,286
Topics: 97
Ideas: 2
Registered: ‎11-04-2012

Re: Web Chat

And the O2 Social Media team's efforts are noted and recognised, @Chris_K - I have been impressed on numerous occasions, where calls via normal web chat route have failed dismally.

Thank you O2 Social Media team!
We demand rigidly defined areas of doubt and uncertainty. Douglas Adams.