This is part two in our series Swedish mobile operators from a customer service standpoint in social media (click to read part one). This blogging series have really developed into something interesting and in the part one blog post you can see how we invited Telia, 3 and Tele2 to engage with us on Twitter. Telenor we couldn’t find a Twitter account on your web site so we couldn’t ping you (tweet), but we realized yesterday that you actually have a Twitter account because you tweeted with our friend Jonas Möller, so we know you are aware of our blog post.
We believe 3 and Telia are on the right social path
Pay attention now big 4! You have for the first time ever an opportunity to really listen to all the water cooler discussions regarding your brand and if you want to win friends and customers in social media you can’t just do social, you need to be social, you need to go beyond social media to build strong relationshipswith the end-user of your mobile services. Tele2; the way you answer the social phone really leaves room for improvements, and then I have expressed myself very diplomatic. You can see the conversations below (sorry English readers some of the answers are in Swedish).
Reputation management online
Reputation management; the big 4 also have a lot of complaints on blogs, Facebook, Twitter and in different forums, and what happens is that these complaints are also being indexed and can be found at the top of the result pages in a search engines. You need to monitor your reputation and handle your customers complaints, we believe that Telia are handling their reputation management well since the community manager of Telia, Karin Nordlund replied on our blog post and this is again great work from Telia.
It’s your turn
What is your experience regarding your mobile operator, and are they treating you well as a customer? Please let us know! Happy weekend friends!
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About Mattias Gronborg
Hey guys! I think this area of customer service is so interesting. I worked as an intern at livefyre this summer, and was super-impressed by their amazing response times on all social media (as you might be familiar with).
I don't have any experience with the Swedish "big 4", but I have encountered their Norwegian counterparts, mainly Netcom (Telia) and Telenor. I have not been impressed... For instance, Netcom answered within a day on Twitter, but by email it took 3 working days! When I called them, I was told waiting time was 2 minutes when it was 15, and when I got through it sounded like a zoo on the other end (open space offices...). That's just unacceptable.
The problem with telecom brands is that they're treating social media as a 9 to 5 job, but as well all know, the internet never sleeps! Also, like you say, they're not very good at leveraging value from every customer interaction.
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