O2 UK, part of the Telefonica O2 Europe Group, is a leading provider of mobile and broadband services to consumers and businesses within the United Kingdom. Formed in 2001, O2 is recognised as the leader in non-voice services, including text, media messaging, games, music and video, as well as data connections via GPRS, HSDPA, 3G and WILAN. There are over 18.4 million O2 customers in the UK.
O2 identified three key areas that required focused attention:
- Reduce the high level of calls concerning the self service processes that need not require call agent assistance (such as My O2)
- Provide an alternative and cost effective communication route for customer queries
- Help customers to find answers easily to simplistic queries where the information required is already on the website
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