Social Media: AT&T's Killer App for Customer Service

As I'm sure you have noticed Gethuman has been blogging a lot about companies using Twitter to address issues of customer service. Yet We've provided no concrete evidence that Twitter is making customers happy.

Jackie Huba's experience with AT&T proves just how well social media can function in getting questions answered . To quote Jackie "with a few hours of my AT&T tweet, @ATTJohnathon, a customer care rep on Twitter contacted me, asking if he could help. I DM'ed him my account number as he requested and he passed it on to Sam. Turns out Sam is part of the Customer Advocacy Center, where escalated customer complaints are sent...Companies can discover aggravating service problems by using a variety of tools to listen on tweets mentioning their name. A response can be nearly immediate."

AT&T reportedly has 23 different social network accounts to help with customer service. It could argued that AT&T is avoiding traditional channels of communication,sometimes we just want to talk to someone. But as Jackie's experience demonstrates she did talk to someone and Twitter is what prompted that.

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Posted by GetHuman on Mon, 26 Oct 2009 4:10pm