Wiki Sessions: questions with replies
Friday, May 08, 2009
You will be able to attend Customer Care presentations or educational sessions and clarify all your doubts with an expert through Wikicare, an online space for Portugal Telecom customers. The Wiki Sessions will start on 13 May and are quite representative of the company’s focus on a customer service of excellence
As of 13 May, on Wikicare, Portugal Telecom customers, rather than getting to know the diverse forms of customer care, suggesting the way how they wish to be treated in the different channels or even pointing out aspects for improvement, will be able to attend customer care sessions, interacting with experts in real time. The Wiki Sessions contribute thus to the reinforcement of Wikicare as a prime instrument of dialogue.
They are composed of Customer Care presentations, so that customers may learn how to read a Meo bill for example, or of issues meant to contribute to improve one’s education such as an introduction to Linux, usability of websites, etc. In this way, PT will meet the teki profile of customers, which is to be found in some of the comments submitted. It is also worth mentioning that Wikicare is open to the 2.0 community.
In a first stage, there will be a presentation about content. On 13 May, the first presentation about “Accessibility on the Web” will be made available. Later on, at a pre-defined day and time, an expert will reply to all questions placed by Wiki Sessions users, via a webchat tool developed by the SAPO Portal, designated Fala Comigo (Talk to Me). On 20 May, interested users will be able to clarify all their doubts on “Accessibility on the Web” with an expert.
The Wiki Sessions focusing educational issues will count on the participation of SAPO Sessions, the supplier of a significant part of the content.
The service, launched in July 2008, targeted initially SAPO ADSL and Telepac ADSL customers with a telephone line. In October, it was extended to include Meo customers and in February 2009, it was extended to include TMN mobile broadband customers. On 1 April, Wikicare was extended to include TMN mobile voice customers and so, all Internet surfers gained access to Wikicare.
Through Wikicare, with more than 66,500 visits already, PT enables its customers to recreate the customer care service, a contribution much appreciated by the company in order to deliver a customer service that anticipates solutions rather than providing replies.
Make your suggestions at Wikicare and enter a draw for a weekend at a Pousada de Portugal.
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