Mobily is engaging customers using a variety of social media tools as part of activities to match its commitment at coming closer to customers. Mobily uses several social media platforms, facebook.com, where the company maintains a “fan page” to keep customers and those interested in Mobily abreast of developments, has its own channel on Youtube.com, and now even serves customer requests coming through twitter.com on its official Customer Care twitter account “@mobily1100),” the company said in a statement. “We understand and highly appreciate the impact of social media on our customers,” said Khaled Bassuny, senior vice president, Customer Care. “Social media is about having a conversation with customers, something we believe will enrich our customer's experience with us,” he added. Mobily uses twitter to log customer request on its services through “@mobily1100,” which it launched a few months ago. Customers who use twitter add “@mobily1100” to their twitter accounts and can then start posting their service requests. Customer Care representatives from Mobily Customer Relations centers log the requests and then start addressing them with needed action around the clock. That does not mean that service requests by Mobily customers initiated on twitter stay within the domain of twitter, rather customers coming in through twitter are engaged using all of Mobily's customer care channels, telephone, email and of course SMS. “Twitter is just another channel by which we engage customers and feed into our service request chain,” said Mohammed Khalifa, executive manager, Contact Center Operations. Meanwhile, Mobily has not limited its social media engagement to twitter, and uses its “facebook.com” fan page to keep its customers and those interested in Mobily informed and engaged, activities that it ties in with its “youtube.com/mobily” channel. What makes twitter itself an effective tool is how people can access it from a variety of platforms and how it encourages people to be brief and to the point, as twitter supports posts of 140 characters only. They can access it from a PC connected to the Internet, either through a web browser window or using specialized software like Tweet Deck, Seesmic Desktop, and Digsby. For people using a mobile phone or handheld, twitter is supported on BlackBerry, the iPhone, any Symbian based device like most Nokia handsets, Windows and Android based mobile phones using a wide variety of native and third party client software applications.
