Digital natives – those of us for whom digital solutions are an integral part of life – benefit from the convenience of tools like self-service and web chat to solve simple queries or log faults. It means we can multi-task – for example, work on a document on our laptop while a web chat box sits in the corner of the screen. Or log a query through an app while travelling.
Solutions to fit around you
Modern workers are often on the go, working flexibly to do more with their day. I’m a mobile worker, so digital tools are valuable for me to make sure I can deal with basic tasks in a way that suits me.
But even for those who do work in one place, digital tools enable queries or concerns to be sorted out privately – without having to expose a conversation to the entire office.
My vision is giving customers choice and flexibility in the way they contact us and ensuring that their experience is not only consistent, but world class.
We’re investing in new technology to make this happen – we’re launching a new self-serve portal in the summer and enhancing existing systems like My O2 Business to allow our customers to do more online at the time that suits them.
But, of course, there are always times when only a real conversation will do – for those more complicated queries. Or perhaps you just like the reassurance of hearing a human voice and a verbal confirmation that a request has been carried out.
That’s why our traditional contact centre-based services are equally important to us. Our business customers really value them – and by keeping our Enterprise service teams trained in-line with the digital solutions available, we can always provide our customers with the right answers at the right time.
It all comes down to choice
Choosing between traditional or new self-serve methods of customer service is a case of splitting out the basic tasks from the important or more complicated queries. Developing trust in digital solutions to speed up getting the basic stuff done. And saving calls to the contact centre for those trickier queries when you need to speak to an expert.
To find out more, or to discuss My O2 Business, call Matt Worth on 01235 433 507 or visit o2.co.uk/enterprise.