Movistar Spain and Twitter They have jointly developed a pioneering solution in customer service through a bot or automatic assistant. In this way, the operator becomes the first telecom in the world to have a chatbot connected to the call center, which means that it not only provides information but also acts directly on the user’s line.
To start doing business just contact by direct message with the account of using the hashtag #ActivarMiBot. Usability is simple through a self-management menu so that the customer can select the one that most interests him, although it is true that it is integrated with the service through an agent so that the user can use it at a given time. .
The procedures through this bot on Twitter are carried out directly on the contracted line or services and it has the advantage of speed in management; and it is that, except in the case of opening breakdowns, the information requested is given to the client immediately.
Movistar, which is already the leader in customer service through Twitter in Spain -and with recommendation rates of over 90%-, searches in this way continue to provide its customers with that they can carry out the largest number of procedures with the operator without having to resort to other service channels.
In the words of Fernando Fernandez de Lisdirector of Digital Experience and Social Networks of Telefónica Spain, “This solution reinforces our leadership in innovation and attention through social networks, since it allows us to respond to our clients in the media and channels that they decide through a fast, comfortable and effective method”.
For its part, Jaime PelegriDirector of Business Development at Twitter Spain, assures that “Twitter has transformed the conversation between brands and their customers, and more and more companies see the platform as the ideal customer service channel: it’s where customers are, it’s fast, it’s mobile, and now with innovations like this assistant virtual, it is also automatic. Movistar is aware of the change, and with #ActivarmiBot it takes another step to continue serving its users through Twitter, now in a more agile and efficient way”.
Some of the procedures that can be carried out with the Movistar bot on Twitter are to check data or voice consumption, find out the amount of the bill, obtain the PUK of the SIM card or communicate and monitor a technical incident.
According to Movistar, these procedures and consultations will expand over time depending on the experience that the clients themselves have. In this way, Movistar continues to promote the digitization of its customer service where more than 80% of contacts are already made through digital channels.
In the following link you can find out about the automatic queries that can be made through Twitter:
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