Virgin Media is the UK's largest cable provider and second largest internet and pay TV provider, with over 10,000 employees. They began using Twitter for customer service in 2008 and have since expanded their social media presence. A typical day involves responding to customer issues proactively and reactively on Twitter and other channels to resolve problems and improve service. The goal is to provide excellent customer service while promoting self-service options and using customer feedback to make improvements.
8. Wordcloud of posts from @virginmedia It’s OK to say ‘sorry’ Source: www.wordle.net
9. Billy Being Human Customer ‘ Ahoy, My landline is down so I can't make any calls. What’s happening is this: I pick up the phone, the dial tone is there, then it fades away to silence over about 1 second. I hang up the phone, pick up again, same deal. Can communicate via email/twitter/skype please help! Matt’ Tweam ‘ Good day Me Heartie, Looking into your telephone issue it isn't something that's affecting your area, so we're going to have to look a bit deeper. Could I ask if you've tried using a telephone? If you haven't is there anyway you could give that a whirl, I don't want to be wasting your time with a technician visit if it's not needed. Look forward to hearing you soon cap'n =)’ Customer ‘ Yo Ho Billy, I hoisted up a sail on the ARRRRRRRRR virgin media support forum, so I did, so I did. A buccaneer by the name of Ray has signalled a privateer to come aboard on the 6th day, here’s hoping he fixes me magic talky box. YAR’ Tweam ‘ Hi Matt, Just checkin' in t' see how your services be behavin', did our privateer do everythin' required or does he needs to walk the plank? Billy’ Customer ‘ Ahoy Billy, Yer privateer lined his sights square at sabotage, seems a mercenary not 6 sunrises past gone fiddlin' where he ought not to and crossed me riggin with a rival clan over yonder. with a merry belly laugh yer fella had me sail hoisted quicker than ye can say 'Avast the pigs fallen overboard‘ may his bounty be plentiful and his cup never dry, and so say all of us. YAR