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Using Social Media in Customer Service
- 1. ©
2011
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Intellectual
Property.
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rights
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and
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AT&T
logo
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AT&T
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©
2010
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AT&T
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the
AT&T
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are
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Page 1
- 2. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 3. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 4. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 5. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 6. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 7. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 8. ©
2010
AT&T
Intellectual
Property.
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rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 9. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 10. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 11. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 12. ©
2010
AT&T
Intellectual
Property.
All
rights
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AT&T
and
the
AT&T
logo
are
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of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
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rights
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AT&T
and
the
AT&T
logo
are
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Intellectual
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- 13. Context Slide -- There is no expectation of bullets
here – just Phil discussing the future
So where are things headed?
• Continued convergence of mobile, social and eCommerce
• Continued shift in channel to eCommerce and Social Media
• Continued shift of traditional customer service to social customer service and
crowd sourcing, for example:
– UGC programs for ratings and reviews and stories for the Sales Cycle
– “Content Curation” of Knowledge articles from the Knowledge Base by
customers in conjunction with our Knowledge Team
– Continued drive or self service, paperless billing and auto-pay.
13
©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
test
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
- 14. ©
2010
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.
©
2011
AT&T
Intellectual
Property.
All
rights
reserved.
AT&T
and
the
AT&T
logo
are
trademarks
of
AT&T
Intellectual
Property.