Wireless carriers are missing the social media boat

It’s big in just about every industry, including telecommunications. Why, then, have the big four wireless carriers failed to connect with their customers through social media?

Social media has long been a place where consumers turn to rant about their customer service woes. While some brands have done well at adapting to the new reality, others…not so much.

According to a study by Interakt Digital Marketing, many wireless consumers turn to Twitter for answers to their customer service needs. And they expect those answers to come quickly. Indeed, two-thirds of customers from the big four wireless carriers — AT&T, Verizon, T-Mobile and Sprint — expect an answer in less than three hours.

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