Staying top of mind and providing strong customer support is crucial for all businesses. But for mobile operators whose customers depend on their services around the clock, it is particularly important. Social media is one of the most effective channels to achieve these goals but are brands using social effectively?
In our new report we analyzed around 3 million posts from 16 leading mobile brands across the world, such as T-Mobile, Vodafone and AT&T to find out which mobile operators are best at engaging with their customers on social and what can we learn from them.
Our key findings include:
- AT&T perform best on Facebook thanks to a regular posting schedule & varied content
- SFR is the top performer on Twitter with 49% positive mentions largely driven by their humorous campaigns
- With a response rate of almost 90%, Telecom Italia was the most reactive mobile operator on Facebook
- Bad offline customer service increased negative mentions online
Download the full case study to find more insights from social media success stories in the telecom industry.