In some of my corporate or academic lectures I have mentioned @btcare in the past. It’s often been controversial, like the time I was speaking at LSBU and I recounted the time that BT had helped me out with a dodgy broadband connection – all via Twitter. One academic took exception to this because he had faced a similar problem that took him hours to resolve, after several phone calls.
So, when I had another issue with BT, the first place I turned was BTcare on Twitter.
In short, I keep getting a lot of phantom phone calls at home. The phone rings and when I answer there is nobody there. Usually there is some bleeping, like a fax machine trying to connect. It’s impossible to find which company is doing this because they block the CLI, so it’s always a private number.
So, I asked BT on Twitter what I could about this – after 3 or 4 calls today drove me to do something about it.
I had low expectations, but the BT Twitter team came back to me in about half an hour asking for my phone number, which I sent on to them. They came back even more quickly with some ideas about what I could do to immediately resolve the issue. I never even knew I could get my BT phone to just reject (and therefore not ring) if a caller has withheld their number. I had a problem setting this up on my line, but the BT Twitter team took over and said they would sort it all out for me remotely.
I don’t know how BT is going to scale this up once more and more users start using social media for support, but the way @BTcare works at present is a case study in how a large telco can use Twitter and make it really work. The agents who answer the Twitter messages just feel so much more empowered to help than the regular contact centre agent. Perhaps that is just my perception, but in using the Twitter help service twice I’ve been impressed on both occasions, and I can’t recall that kind of service from any major firm – let alone a telco.
Nice job BT, keep it up!