O2: A peer-to-peer support community that generates huge value

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O2 has used our Community Knowledge and Community Management services since 2012. 

Over those 8 years, the O2 community has become ever more important to O2’s customer-led business strategy. As well as providing excellent customer support, the community helps drive positive engagement with the brand through on and off-topic discussion, product development focus groups and ‘surprise and delight’ promotions.


£3m
annual support deflection savings.
15m
annual solution views.
+107%
member growth in 2020.

OUR COMMUNITY IS A CORE ASSET TO THE BUSINESS, THANKS TO STANDING ON GIANTS

Colin Heyworth, Head of Social Media and Community, O2

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A peer-to-peer powerhouse

Having cultivated a group of highly engaged members, the O2 community generates huge levels of peer-to-peer engagement and activity. This allows O2 to not only benefit from support deflection savings, but use the community to drive value in other areas of the business.


97%
of best answers are given by members.
93%
of content is created by members.
77k
annual posts.

“our community is now used to support many different areas: customer support, crisis management, product development, marketing and comms, onboarding, and product launches. This helps us enjoy huge value from our community as a result.”

Colin Heyworth, Head of Social Media and Community, O2

The community management team

The O2 community management team at Standing on Giants keep the community engaged, safe and valuable. They execute the community strategy, generate peer-to-peer engagement and manage a core group of highly engaged members (super-users).

10%+
growth in replies in 2020.
+4 NPS
points in 2020.
+7.5%
posts in 2020

Standing on Giants Community Managers bring a level of expertise we do not have.

Colin Heyworth, Head of Social Media and Community, O2

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