TORONTO – Rogers is offering self-service to its customers through Twitter's new business support features, allowing them to direct messaging Rogers or Fido from their phone, tablet or computer.
Twitter's new business support features allows users to have a direct, secure, continuous chat with a live care team representative without having to follow the page. Customers may keep track of the conversation and respond at their convenience. In addition to a simplified page and published service times, the profile also allows Rogers and Fido to pin the most timely, service-related tweets on their newsfeeds, allowing customers to quickly find the most relevant information.
Effective immediately, support on Twitter is available 24/7 on Rogers and between 8:00 AM to midnight EDT on Fido. Users must go to @RogersHelps, @RogersBuzz, @FidoSolutions, or @FidoMobile, and press the Message button before messaging.
The Toronto-based telecom said Thursday that it is one of a select group of global companies offering this new service to customers.
"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 Rogers’ chief customer officer Deepak Khandelwal, in the news release. "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," added Twitter Canada managing director Rory Capern. "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."
