Additional support on O2 Community

[Chris_K]

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.

• @O2Lauren 
• @O2Hannah 
• @O2Dan 
• @O2Stacey 

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.

[jonsie]

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@O2Lauren wrote:

Hi all!

Thanks for the warm welcome 

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We are grateful for the help

[O2Stacey]

Hi everyone! 

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

More info

[Mi-Amigo]

@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] 

[MI5]

Welcome all 

[Mi-Amigo]

@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  

[jonsie]

Great post @Mi-Amigo 

Let's hope we get a response

[Cleoriff]

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.

[Mi-Amigo]

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@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.

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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. 

[Chris_K]

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.

[MI5]

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