How social media customer service strategy improved British Gas customer experience
This case study outlines the social media customer service strategy developed and implemented by Outside Line for British Gas.
The article gives insight into the development of Active Customer Service at British Gas and the results of this strategy, which include:
- Around 270,000 post views on the British Gas Facebook hub from January 2011 to date
- 43,877 views of a frozen pipe video seeded out on YouTube during the winter of 2010
- Rapid response and action to many of the 300-500 tweets relating to British Gas on an average day
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