A utility can run but it can’t hide from a disgruntled customer. Actually, utilities are hiding in plain sight on social media networks. According to Nielsen’s The State of Social Media Report, customers are increasingly turning to social networks for customer support, or as Nielsen calls it, “social care.” I can attest that this approach can work, when other communications channels — like calling customer service on a phone — break down.
Twitter to the Rescue
Just recently a good friend and business colleague moved to another house just a few miles from where he had lived before. It seemed simple enough to have his phone and cable service move with him.
But, no. AT&T became his only option for phone service and Cablevision waffled on whether it could supply service to the location where he now lived.
After getting the run-around from various phone reps, he called me to vent. Being a social media aficionado, I told him I’d check to see if AT&T had a customer service account on Twitter.
Voila, they did, @attcustomercare. Below is my tweet stream that resulted in AT&T calling him and fixing his problem. Score one for social media and AT&T!