O2 And Social Media

O2 has been another victim of a good old crisis which have placed it right next to the likes of NatWest. With high volumes of complaints flooding in from all corners, how did O2 handle their crisis from a Social Media perspective?

As many other businesses, they struggled and are still struggling to keep up with all the customers complaining and targeting them on the social web. After carrying out an analysis on their crisis we could determine that with the right tools, they would have been able to contain this issue from the beginning which would have saved a lot of time.

Let the figures do the talking in this case.


This single analysis was carried out just from the 11th July to 12th July, the amount of mentions is extraordinary and frightening for a business.

If you would like to find out more about our services feel free to contact Peru Fourie on 02078145282 and we will be happy to help.

Which brand do you want us to analyze next? Let us know.

5 thoughts on “O2 And Social Media

  1. Interesting to note that the customers’ took to social media to vent their anger. If I can recall correctly, and in a non-techie way, some people were not able to connect to another person’s mobile because of a registry problem. So if X tried to call Y, Y’s didn’t know X was trying to make a call – the problem was with the Network Switching Subsystem, HLR, if you want to search it πŸ™‚

    About a third of O2’s customers were affected – it would be interesting to see if they will publicly announce why this happened.

    PS, thanks for the like on my blog πŸ˜‰

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