Analyzing the Four Leading US Telecom Providers

A snapshot analysis of the customer support Twitter accounts of the four major US telecom brands

The telecom industry showcases how social media can be utilizied to provide customer support, as the four leading US providers: Verizon, AT&T, Sprint, and T-Mobile, all have specific customer support Twitter handles. Since these companies are so active on social media, we saw a unique opportunity to not only analyze the messaging coming from consumers, but also the messaging coming from each of the four telecom providers, and what we found was quite interesting. In our analysis, we looked to answer:

  • How much are consumers talking on social? And how much are service providers talking?
  • In what ways are these telecom companies using social media to communicate with consumers?
  • What are consumers saying about these carriers?
  • Does a shift in communications strategy on the provider's side have an effect on consumer sentiment?
  • What is the value of social media listening for telecom brands?

"AT&T’s social media strategy shift was able to reshape not only the conversation that they were creating, but also the conversation that they were receiving."

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