O2 offers new call-back service – The long waiting times at the o2-Hotline have caused a lot of criticism in the past months. With a new call-back service the network operator now wants to improve customer support and increase satisfaction.
O2 hotline in the criticism
Just over a year ago first criticism of the o2 customer hotline was loud. Many customers complained about long waiting times and breaks. In some cases, counseling was not possible, or only difficult, to a member of staff. The company praised improvement and was able to solve the problems to a large extent.
As a cause o2 gave the consolidation of individual brands and the two networks o2 and E-Plus , which led to an increased service volume and resulted in long waiting times. At the beginning of the year the restrictions had improved, but they had not yet been fully eliminated. In July, the company tested a reward system for customers who solved problems via the hotline self-care area and did not call the hotline.
Call-back service for customers
In order to further relieve the hotline, o2 now offers a new call-back service . With this, advising customers can make an appointment and are recalled by an employee. This saves long waiting times at the hotline and is intended to improve customer satisfaction.
The service can be booked in the “My o2” app , which is available free of charge for Android and iOS smartphones, and is aimed at contract customers. The o2 employees call in the week from 7:30 to 19:00 and Saturday from 10:00 to 16:00 clock back. On Sundays the service can not be used. The appointment agreement is made via the “Help & Contact” sub-item in the app.
Further information on the contact with the network operator is available at www.o2online.de.