German O2 Customer Service: now all available on Facebook
MUNICH. O2 now provides its complete german customer service on Facebook, too. All the functions available when calling the Service Center can now be used on Facebook. Whilst other companies have to refer their Facebook fans to hotlines or ask for emails, O2 uses its new Direct Contact App.
The new application means that Telefónica Germany is one of the first companies in the world to provide its full service directly on the Facebook page. It even works on mobile phone and smartphone mobile browsers. The app enables O2 customers to identify themselves and have their problems solved without having to leave Facebook to do so. "Before, there was always a media integration gap in customer service: because Facebook does not enable direct messages to website operators and it is difficult for service enquiries to be clarified on the public wall, companies have to refer to email or telephone," explains John Mc Guigan, Managing Director Consumer Sales & Service at Telefónica Germany.
"With our Direct Contact App it's all changed. We now help the customers exactly where they are: on Facebook." The customer service starts when a customer clicks on the "Service/Contact" menu item at https://www.facebook.com/o2de and the installation of the app. The customer is then asked to identify himself/herself by keying in data that only he/she knows. Straight away contracts can be extended, tariffs booked, bank details changed or faults reported.
These enquiries arrive at the O2 Service Center immediately, where they can be answered in next to no time, because they already have all the customer data required. The information is encrypted and transmitted securely, and always remains on O2 IT systems without Facebook being able to view it. The same goes for the reply. Every answer from the Service Center appears directly in the Facebook app. The customer also receives an email when the message arrives there.
|Telefónica Germany GmbH & Co. OHG and its brands O2 and Alice belong to Telefónica Europe and are part of the Spanish telecommunication group Telefónica S.A. The Company offers its German private and business customers postpaid and prepaid mobile telecom products as well as innovative mobile data services based on the GPRS and UMTS technologies. In addition, the integrated communications provider also offers DSL fixed network telephony and high-speed internet. "Kundenmonitor Deutschland 2011" honoured Telefónica Germany as the network operator with the most satisfied mobile phone customers in the German market for the fifth time in a row. Telefónica Europe has more than 58 million mobile and fixed network customers in Great Britain, Ireland, the Czech Republic, Slovakia and Germany.|