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Global First: Rogers and Twitter team up to make getting help #easier

September 15, 2016

News Releases

New self-service option will see customers get help where and how they want it

Partnership builds on the company’s successful launch of customer care on Facebook Messenger

TORONTO, Sept. 15, 2016 /CNW/ – In another global first, Rogers is offering self-service to its customers through Twitter’s new business support features so people can get quick access to the help they need by direct messaging Rogers or Fido from their phone, tablet or computer. Twitter’s new business support features allow people to easily have a direct, secure, continuous chat with a live care team representative – without having to follow the page. Customers can keep track of the conversation and respond at their own convenience. Rogers is joining a select group of global companies who are the first to offer this new service to customers. “Our customers are busy and their time is valuable, so we want to make it easy to do business with us no matter where and how they choose to get in touch,” said Deepak Khandelwal, Chief Customer Officer, Rogers. “Our mission is to have the world’s best self-service experience and with almost half of our social media requests coming through Twitter, our customers will now have a direct line to reach us with the tap of a screen or click of a button.” The new Twitter business support features will include a new page layout with a bigger, easier-to-find direct message button, and published service times so customers know when they can expect to get help. The profile also allows Rogers and Fido to pin the most timely, service-related tweets on their newsfeeds so customers can find the most relevant information quickly. To start a conversation with Rogers or Fido on Twitter, just go to @RogersHelps, @RogersBuzz, @FidoSolutions, or @FidoMobile, and press the Message button and start messaging. It’s that easy. “Customer service is a primary use of Twitter for many Canadians and we’re pleased to partner with Rogers to introduce these business support features to their customers,” said Rory Capern, Managing Director, Twitter Canada. “As a key partner of Twitter in this country, we look forward to working closely with the Rogers team as they expand and enhance their online customer service experience.” Today’s announcement is the latest in a series of customer experience improvements at Rogers including:
  • Self-service on Facebook Messenger, a world first;
  • Worry-free roaming with Roam Like Home and Fido Roam;
  • Rogers Ignite and Fido unlimited home internet packages; and
  • MyRogers and MyAccount apps that include tips tailored to your device.
These innovations have led to a dramatic 65% drop in customer complaints in the latest industry watchdog (CCTS) report – the best improvement amongst major providers. Starting today, support on Twitter is available 24/7 on Rogers and between 8 a.m. to midnight EDT on Fido. About Rogers Rogers Communications is a leading diversified public Canadian communications and media company. We are Canada’s largest provider of wireless communications services and one of Canada’s leading providers of cable television, high-speed Internet and telephony services to consumers and businesses. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media. Our stock is publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI). For further information about the Rogers group of companies, please visit SOURCE Rogers Communications Canada Inc. – English