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Social Lip Service vs. Social Customer Service: AT&T Wireless Case

Many organizations claim to “be social.”

They claim they have social media integrated with sales, marketing, and even customer service.

They may even tout that their customer service teams are using Twitter to communicate and help customers.

The real question is… are they providing social lip service or social customer service?

Social Lip Service: 
The company assigned tweeter pretends to want to solve my problem. They reply quickly to my tweet. However, they rarely do more than point me back to a customer service department via 1-800 phone number that I probably already spent 2 hours working with.

att social media case study

Social Customer Service:
The key difference is that the assigned tweeter sees my problem through to resolution even if it takes more than one day! They provide relevant value in taking my time to read, respond and act on the suggestions

... read more at: http://socialmediatoday.com/pammoore/623866/social-lip-service-vs-social-customer-service-att-wireless-case-study