The mobile operator says #TweetServe was developed in response to seeing rising consumer demand for digital interactions, resulting in its telephone customer service department receiving 1 million fewer voice calls per month compared with two years ago.
#TweetServe is available from today (17 December) and offers users access to nine different pieces of real-time account information: balance or credit; remaining data, text, call allowance; the latest operating system updates across Android, Windows and iOS; and the latest handsets and offers available.
To register customers must follow O2 on Twitter and tweet “O2 #TweetServe”. The customer will then be sent a direct message with a verification code which they then must send back to O2 via text message to prove their identity.
Felim Mackie, O2 owner Telefonica UK’s sales and service director, says: “As one of the first UK communications companies to have joined Twitter and with the greatest number of followers, we’re committed to keep pushing the boundaries in social media.”
The service is powered by technology from IMImobile.
While not a customer service product, in February American Express launched a similar partnership with Twitter to allow its customers to buy gift cards by tweeting using assigned hashtags.