Blues create new Twitter accounts in bid to improve ticket office experience

St Andrew’s club says it’s confident social media changes will make a difference

Birmingham City have responded to supporter feedback by launching two new Twitter accounts to improve experience for fans.

Blues have come in for criticism in recent months from fans who have experienced long waits whilst calling the ticket office and also from supporters whose online questions and queries – particularly concerning ticket availability - have gone unanswered, often for many days and sometimes completely.

However, the club has acknowledged these issues and believes dedicated social media accounts will make life easier for the Blues faithful – particularly as the lower tiers of the Kop and Tilton stands remain closed due to ongoing structural repair.

A Birmingham City statement said: “In response to supporter feedback and internal research, the club’s two brand new Twitter accounts will assist fans with both ticketing and support queries.

Blues have vowed to improve customer service for fans. Picture:  Morgan Harlow/Getty Images.
Blues have vowed to improve customer service for fans. Picture:  Morgan Harlow/Getty Images.
Blues have vowed to improve customer service for fans. Picture: Morgan Harlow/Getty Images.

“@BCFCTickets will be on hand to help season ticket holders and ticket purchasers, as well as provide updates on the selling procedures and sales of away tickets.

“@BCFCEnquiries will operate to assist supporters with any questions surrounding the purchase of other club services and products, along with matchday experiences and general feedback.”

Both accounts launched yesterday and feature direct links available from Blues’ existing pages. The accounts will be monitored between 9am-5pm Monday to Friday.

What was the fans’ reaction to the development?

The development was largely well received by Twitter users.

Max Bradley said: “Very much needed after years. Hopefully they’re quick with responding. Well in Blues.”

Robin Edkins added: “Someone is listening and what’s more acting on it. Well done.”

However, others were more sceptical including StephR who said: “The ticket office don’t reply to emails or answer the phone, so who is going to man the Twitter feed?”

Gil added: “Good idea, but if it’s anything like phoning the ticket office, you’ll block anyone who asks a question.”

Blues’ media manager Dale Moon is sure the new accounts will make a difference. He said: “May seem trivial to some, but at the very least this is another step to improve communications.

“It’s an offering which will allow supporters and the club to communicate on all ticketing and non-football-related issues and concerns.”

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