Mobile Operator O2 UK Pledges Better Customer Service

Mobile network operator O2 (VMO2) has this week informed customers that they’re currently “updating” their systems so that they can be “even more innovative, efficient and streamlined“, which among other things is expected to result in “better customer service“, a better sales experience and “quicker development of new products“.

The operator doesn’t spell out precisely what is being changed in order to bring about the claimed improvements, but it sounds to be mostly orientated around process and IT / software changes that are occurring behind the scenes. All of this is expected to be implemented gradually, “over the coming months“.

Most customers won’t have to do anything in order to benefit from this, but O2 do state that some will “only benefit from the upgraded experience after taking action themselves following a request or communication from us” – such customers are due to be contacted beforehand, with more information. No detail is given to elaborate; thus, we don’t know if this relates to data privacy consent or general actions needed to integrate account info. etc.

Otherwise, the operator has set out a rough list of the “main benefits” that customers can expect to “enjoy“, although some people may be surprised that they weren’t doing a few of these things before.

O2’s Expected Benefits from System Changes

➤ Better customer service.
Advisors in our stores and our call centres will have a complete view of customer accounts, their status, queries and orders (incl. historic and pending online orders). We’ll be able to help and advise customers in exactly the same way whether they choose to come to one of our retail stores, phone customer service or seek help online.

➤ Better sales experience.
Customers will be able to order products and services in one channel and complete in another (for example they can start online, move products in to their basket, and complete the purchase in one of our stores).

➤ Quicker development of new products for our customers.
Our systems will be more streamlined, allowing us to be more innovative, efficient and allowing us to deliver new products and services to market faster than ever before.