Building on the its successful launch of customer care on Facebook Messenger, Rogers has today announced that is introducing a new self-service option through Twitter’s business support features, providing customers quick access to the help they need by direct messaging Rogers or Fido on Twitter. The announcement also makes Rogers the first Canadian launch partner for Twitter’s new business tools.
“Our customers are busy and their time is valuable, so we want to make it easy to do business with us no matter where and how they choose to get in touch,” said Deepak Khandelwal, Chief Customer Officer, Rogers. “Our mission is to have the world’s best self-service experience and with almost half of our social media requests coming through Twitter, our customers will now have a direct line to reach us with the tap of a screen or click of a button.”
“Customer service is a primary use of Twitter for many Canadians and we’re pleased to partner with Rogers to introduce these business support features to their customers,” said Rory Capern, Managing Director, Twitter Canada. “As a key partner of Twitter in this country, we look forward to working closely with the Rogers team as they expand and enhance their online customer service experience.”
The new Twitter business support features will include a new page layout with a bigger, easier-to-find direct message button, and published service times so customers know when they can expect to get help. The profile also allows Rogers and Fido to pin the most timely, service-related tweets on their newsfeeds so customers can find the most relevant information quickly.
Starting today, support on Twitter is available 24/7 on Rogers and between 8 a.m. to midnight EDT on Fido. To start a conversation with Rogers or Fido on Twitter, just go to @RogersHelps, @RogersBuzz, @FidoSolutions, or @FidoMobile, and press the Message button and start messaging.
(via Canadian NewsWire)