I read with interest about O2’s launch of #TweetServe – O2 launch #TweetServe – Customer Service via Twitter. #TweetServe is described as “a new way for customers to find out a range of account information, without having to phone Customer Service.”
It’s good to see organisations inching those boundaries forward. The last few months have seen Natwest experimenting with Vine videos and Google launch Helpouts, together with the use of Promoted Tweets as a complaint mechanic. But do these types of advancements, mark in the words of Jay Patel (CEO, IMImobile): “a step forward to the next generation of digital customer services?”
I’m not so sure.
Yes, it is undoubtedly a step forward, but if this is what the next generation of digital customer services looks like, then perhaps we are further away than we might think. I can’t help but ask myself why it’s taken any company this long to develop any kind of Twitter-based service beyond the standard Tweet and respond model.
#Tweetserve reminds me a little of #Twelpforce (or at least the spirit of #Twelpforce), but perhaps more of a second cousin, at least once removed. I remember when #Twelpforce was launched, and still think back with a sense of excitement and anticipation about it. Nostalgia can be a cruel mistress, however. But don’t get me wrong. I will be the first to congratulate O2 on launching #Tweetserve: any organisation that takes bold steps (well, any steps) deserves to be recognised.
I like the use of #hashtags – #charges, #data, #handsets, #android, #text etc. For such a simple mechanic, I think hashtags are undervalued and underused. Hashtags provide a common language across different platforms, as well as the interplay between online and offline. They have the potential to act as ‘social objects’ binding people together. But I’m also wondering when #complaint, #broken, #faulty, #refund, #poorservice … will be added to this lexicon.
Perhaps I should look at this in another way and ask the following question: What does #Tweetserve tell us about the future of digital customer services? I’m still not sure. In some ways I feel that #Tweetserve is trying to cast off, break free from the straightjacket of the last few decades of customer service, but can’t quite do so. #Tweetserve is still built on the solid foundations of a very linear and structured type of customer service, despite its social trappings. I would imagine its metrics are very traditional as well, dominated by operational efficiencies, perhaps with an element of engagement thrown in; I hope I’m wrong. I also sense an uneasy friction exists between marketing, sales and customer service, the choice of #hashtags reflect this. Perhaps, I’m reading too much into it?
I feel mean-spirited, and perhaps on one level I am. But that is not because I don’t want #Tweetserve to succeed. I desperately want organisations to succeed. But I also want organisations to free themselves. To push beyond. To recognise the innate nature and inherent characteristics of the platforms they use. To break free from the structures that have dominated and dictated the way in which they have engaged with customers and employees. Use social as social.
Now if you had said that an organisation had decided to adopt more of a Snapchat-type service approach, characterised by temporariness and impermanence, that really would be pushing and breaking through boundaries. For that would cast true shadows over an organisation’s entire service framework.