BT Openreach Boost End-User Engagement by Embracing Twitter

A small but important change occurred this week after BT’s network access division for the United Kingdom, Openreach, finally started to make official use of the social media account that they first setup on Twitter during August 2016. No doubt it won’t be too long before they’re flooded with requests and gripes.

The move appears to reflect a desire to engage more directly with consumers, which is a notable change given that historically Openreach has often preferred the arms-length approach of redirecting many consumer queries back towards broadband and phone providers. On the flip side ISPs don’t always like Openreach talking directly to their customers either.

Admittedly we’re not expecting a dramatic improvement in support but at least it offers another way for people to engage with the operator (@OpenreachGB). The account’s first post occurred yesterday.

https://twitter.com/OpenreachGB/status/836931514466197504