Big Four Wireless Carriers Are Failing to Connect With Consumers on Social Media, Study Says
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.
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.
Unfortunately, T-Mobile and AT&T are the only carriers who seem to have a real handle on how to meet this demand, averaging 35 minutes and 32 minutes respectively.
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