Hyderabad based Mobile Data Platform and Mobile Engagement provider IMImobile, has come-up with an interesting Self-Service platform for European Mobile Services provider O2. Based on micro-blogging platform Twitter, the service is aptly called #TweetServe.
What does #TweetServe offer?
#TweetServe is essentially a Twitter based customer service. #TweetServe innovatively combines mobile and social channels to allow O2 customers to use Twitter for a range of Customer Service enquiries. Customers can raise queries and get them answered on the same Twitter platform via an automated technique.
How does the service work?
Majority of custom queries are very simple in nature. Additionally, such queries can often be answered using automated technologies, i.e. without the need of human assistance. To gain access to this facility, users have to complete a simple sign-up process which matches the phone number with the Twitter Handle of the user. After completing the sign up process, customers can send simplified hashtag commands via Twitter’s Direct Messaging (DM) functionality to gain instant access to the most common customer service enquiries. Queries such as current balance for texts, minutes, data usage or future upgrade information are presently supported.
#TweetServe could be compared to the USSD driven customer care service that many telecom companies and banks presently employ. While customers send short codes via the USSD Interface on any mobile (Basic, feature or smartphone) users now merely use the Twitter’s DM Service to execute similar functions. The new service has been developed in partnership with Telefónica (the parent company of O2) and now forms a part of IMImobile’s wider multi-channel contact strategy solution offering. IMImobile has always been focused on enabling customer self-care services to help mobile operators and enterprises reduce operational costs of in-bound calls into call centers whilst increasing loyalty and improving customer satisfaction.
Owing to Twitter’s popularity, IMIMobile could have indeed initiated a new trend of customer-service that could gain rapid acceptance. What do you think?
Image Source | realwire