Social media can be both a blessing and a curse for service providers.
If something goes wrong, they can expect to be lit up on social media. But the service providers that have embraced Twitter, Facebook and Instagram have gained a powerful customer service tool. (As for Snapchat: meaningful social media or just something teenagers do during dinner to annoy their parents?)
In order to address social media issues, service providers have hired and trained online experts who can address customer meltdowns with a cool head, or provide helpful tips on technical issues.
In this Telco Transformation contest, we want to see examples of social media engagement by service providers that have worked. Is there one service provider in particular that really stands out in regards to social media engagement, and if so why?
Post your social media-related experiences, stories and thoughts on the message board below before February 26 and we'll pick a winner for a $250 gift card.* You can post multiple entries in this contest.
*Terms and conditions apply -- See PROMOTIONAL TERMS FOR TELCO TRANSFORMATION MESSAGE BOARD CONTEST.
— Mike Robuck, editor, Telco Transformation