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The heart of tech

This article was published on June 21, 2010

    AT&T goes social to help with customer service woes.

    AT&T goes social to help with customer service woes.
    Brad McCarty
    Story by

    Brad McCarty

    A music and tech junkie who calls Nashville home, Brad is the Director TNW Academy. You can follow him on Twitter @BradMcCarty. A music and tech junkie who calls Nashville home, Brad is the Director TNW Academy. You can follow him on Twitter @BradMcCarty.

    If you ever doubted the power of social media in customer service, then this should clear the air.  AT&T, the company that has quite the reputation for customer complaints, has turned to the world of social media in order to service its customers better.

    According to an article over at Ad Age, AT&T sees an average of 10,000 mentions on any given day across social media.  That’s a hefty number, by anyone’s account.  But what happens when something goes wrong?  That number, predictably, skyrockets.

    To help deal with the ever-increasing communication across the medium, AT&T is beefing up its staff that is dedicated solely to SM communication.  At present, AT&T monitors Facebook and Twitter, with a staff of 19 people whose entire goal is to reach customers on those platforms.

    According to the article, and we tend to agree, AT&T’s largest issue to overcome right now is an increasing demand on its already-strained bandwidth.  AT&T recognizes this, and is set to invest up to $19 billion on improving that network.

    In the mean time, if you have grips, you should apparently try your hand at directing those toward AT&T’s Twitter or Facebook teams.