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.
