BT Customer Services Turns to Twitter

BT has finally followed the inexorable shift towards realtime, responsive customer services and opened a BT Twitter account for customer services. BT Care asks vistors "Have a question?...

BT Care on Twitter
BT Care on Twitter

BT has finally followed the inexorable shift towards realtime, responsive customer services and opened a BT Twitter account for customer services. BT Care asks vistors “Have a question? Follow us and let us help!” and it looks very much like that’s how it works.  Having only launched a few weeks ago, they already have 1800 followers and have made 7300 posts (although they evidently took Bank Holiday Monday off, since the last post was 19 hours ago).

Most of their posts are outreach interventions -“Hi, is there anything we can help you with?”, or responses to direct Tweets, like this one, “@BTCare I’ve done the usual checks and have reported the fault online. Am awaiting a call. Give them a nudge, ta”. There’s a constant stream of customers having their problems resolved more or less as they announce them. For anyone interested in social media monitoring and customer services, it makes quite compelling viewing.

I’m told they did a trial with a single Customer Services Twitterer, but they were soon subsumed under the weight of Tweets. They now have a team of ten Twitterers who actively monitor the Web for posts from frustrated BT customers. It looks like all hands on deck today.

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2 comments

  1. John and Valerie Capewell Reply

    We have now been waiting since 3rd September to have a line connected to our new property. Since then we have been without telephone or internet and to make matters worse we have no mobile signal here. So far we have 45 e mails back and forth not to mention countless voice mails and text messages fromBT but still no service! We loveless than four miles from Loughborough and less than 10 miles from Leicester so hardly are remote location! My husband is 82 and hasa potentially life threatening heart condition and we could need a doctor anytime day or night. All this falls on deaf ears an despite me saying I wished to make a formal complaint several weeks ago no one has had the courtesy to address this issue. We know what is needed, just a line from a pole about 50 yards away so why oh why will no one do anything to help us. We have been BT customers for almost 40years but this apparently counts for nothing. Tomorrow is shall take our case to the local TV station, my MPand local newspapers I am so distressed and upset by the treatment we have received.

  2. John and Valerie Capewell Reply

    I forgot to mention that to date engineers have turned up on four pre arranged occasions to connect us and not been able to do so. So far we have also had three different order numbers. I have spent well over ten hours on phone calls, my son haas all been involved and spent at least 4-5 hours on the home and also my local councillor!

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