Super Social Media – O2 and Three Mobile

On Friday morning, (iPhone 4S ‘available for pre-order’ day) before 9am, I was already looking on the O2 website in an attempt to find out what they were offering in terms of tariffs for the forthcoming iPhone.

I was incredibly disappointed to find that, while Orange and Vodafone had their prices out and online ordering ready, O2 still had no info. The logical thing to do, of course (for someone who is as much a compulsive hashtagger as I am, that is), is to take to Twitter to whinge about it:

o2 three twitter

Before long, I was engaged in conversation with others on Twitter talking about various tariffs and someone suggested I might want to go to 3 mobile for their upgrade. This resulted in mentions of me and these providers together in a number of Tweets.

o2 three twitter

What was impressive is how quickly both O2 and 3 (despite iPhone 4S day surely being a busy one) responded directly.

O2 reassured me the tariffs were coming (though wouldn’t give me any specific indication as when I could expect them).

o2 three twitter

Three Mobile, by now seeing that I am just out of a 2 year contract with O2 and eager to get my hands on an iPhone 4S, in the first instance told me to let them know if there was anything they could help me with and then Tweeted me directly to let me know as soon as they launched their tariffs!

o2 three twitter

As a consumer, this was great social media on both parts. I was able to get answers through a platform I engage with every single day (rather than having to go off and hunt down customer service numbers). I was alerted the moment the tariffs went live. I did seriously consider a move to Three Mobile off the back of their tariffs – tariffs I wouldn’t have seen had their social media team not been in touch with me via Twitter.

Great social media on both parts (O2’s use of my first name in their opening Tweet to me is a particularly good call).

Fast response, personal approach and direct engagement. All essential for big brands on Twitter.

If you enjoyed that article, here are some more you might like:

Tecmark Author Stacey MacNaught

About the Author

Stacey MacNaught: Search Director

Stacey joined us in 2009 as a junior copywriter; now she’s a recognised figure on the global speaking circuit, having wowed audiences in the UK, Europe and US – including at MozCon 2014. She leads our search team and works with clients to deliver high-level campaign strategies.

Visit Stacey's Page
  • Seven Tools For Clear Communication
  • PPC: the underused content promotion channel most SEOs miss
  • Your content is awesome – now what?

  • Latest from Tecmark

    Have you ever struggled with idea generation? There is a constant demand to stay ahead of competitors in any industry you might find yourself in. One of the fundamental ways of doing this is to remain innovative; challenging your business with new answers to existing questions and adapting to major changes within your own industry […]

    Despite online sales soaring for most big multi-channel businesses, it has been predicted by Accenture that the “brick-and-mortar store will continue to make the largest revenue contribution until at least 2026”. This directly ties to the importance of local search, allowing businesses to be found easily online, which translates to a store visit and subsequent […]

    Public Relations, one could argue has been around since the dawn of time. Ever since humans have been able to talk they’ve been able to persuade. But, when did we begin to make a business out of it? So, what is Public Relations? First things first, what is PR? Defined by the ever trusted CIPR, […]