UPDATE: IMImobile clarified that O2 is already seeing more customer interactions via digital channels and has seen a decline in voice calls to customer service – one million fewer per month compared to two years ago. However, it did not reveal how many customers were now using #TweetServe. The company also said that the registration service for Twitter-based support service is so complicated to ensure security of end users. Earlier: IMImobile continues to expand its services beyond the mobile VAS and has come up with an offering for telecom companies that is more in tune with smartphone era. It has tied-up with UK-based O2 mobile to offer self help service for its subscribers over Twitter. The service, titled #TweetServe that was built in partnership with Telefónica, is automated and a subscriber will need to register before they can use it. It works like this: if an O2 subscriber wants to use the service, the user will have to follow @O2 on Twitter first and then send a tweet @O2 with #TweetServe. Customers will then be automatically followed back and will receive a Direct Message with instructions to register for the service. They have to then send a text message with the keyword ‘TWEET’ followed by a unique code (provided via the DM) and their Twitter ID to the short code 20555. User will then receive a registration confirmation via text message and Twitter. After this the customer is now ready to use the service by sending hashtag commands. Once registered, a customer can use the…
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