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Qwest joins the Twitter trend
Not to be outdone by other service providers that recently have used Twitter as a customer service tool--or have responded to customer complaints posted on Twitter--Qwest Communications has launched a "Talk to Qwest" Twitter page at http://www.twitter.com/talktoqwest.
Until the recent embrace of Twitter, telcos had not done much to leverage social media as a customer service tool, but that seemed to change when AT&T mobile customers in Austin, Tex., last month used Twitter to broadcast their complaints about poor iPhone coverage in the area. AT&T responded with network capacity enhancements in the area, according to many Tweets made at the time.
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Comments
Posted by Sean Doherty | April 9, 2009 - 3:35pm
Dan,
After reading your article, I thought I'd add a couple of points of clarification. I'm not sure it's accurate to say that telcos only recently found social media. Sprint has been using various forms of social media to engage customers for quite some time now.
Our branded feeds (@sprintnews, @sprint) started in July 2008, and we actually had Sprint reps engaging customers as far back as late last summer (see @JGoldsborough, @JBTaylor). Also, if you consider discussion forums a form of social media (which we do), we've had an online community/forum site called www.buzzaboutwireless.com since early 2007. It is also used to converse with customers and non-customers.
We continue to ramp up our customer engagement on Twitter and other social media sites and acknowledge we still have progress to make, but to say that telcos have only discovered social media in the last month is a little off the mark.
Regards,
Sean Doherty
Manager, Social Media @Sprint
twitter.com/srdoherty
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