1. A&T Customer Care
Social Media Progress Report
August 2011
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
2. Executive Summary Total Issues per Product Line
Issue Outcome Metrics
August 2011 2011 YTD
Metric Aug ‘11 YTD ‘11 5,781,
1,358,
13%
17%
8,359,
AT&T Media Mentions 348,462 3.1M 3,484, 18%
44% 24,911,
1,971,
7,850 54%
Customer Contacts 45.6K 25%
(2.3%) (1.5%)
892, 11
Customer Assists 4,104(52.3%) 24,868 (54.5%) % 1,279,
3%
Customer No Response 3,569 (45.5%) 20,459 (44.8%) 5,649,
259, 3
Unresolved Issues 345 (4.4%) 347 (0.8%) % 12%
353 2,560
Customer Kudos (8.6%) (10.%) Wireless DSL Landline Uverse Unknown
•Commentary - August 2011
• August marks two year anniversary of the Social Media team. Staff
Top 10 Issue Categories has grown from 8 to 51; Social Media Managers have reached out to
over 86K customers and assisted over 50K customers in completed
Issue Percentage cases. Average YOY increase in case volume is 165%.
Wireless Network 8%
• August customer contacts are up 11% MOM; previous month growth
Wireless Billing 7% was down 13%.
Wireless Equipment 5%
U-Verse Billing 3% • Forums Posts and Page views are up nearly 40% MOM.
U-Verse TV Intermit/No
3% • Anticipated launch of customer satisfaction survey in 4Q2011
Service
U-Verse CC Dissatisfaction 2% •AT&T announces LTE devices availability August 21.
DSL Billing 2% •AT&T announces it will drop lower-tier texting plan and offer only
Wireless Feature 2% unlimited texting for $20 monthly.
Wireless CC Dissatisfaction
2%
2
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
3. Total Customer Actionable Issues
Identified
Monthly Total, by Source
Twitter Facebook Email/other
7,000
Launch of Attensity
Listening tool
6,000
04/01/2011
5,000
4,000
3,000
2,000
1,000
0
Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a higher
volume of cases being handled.
3
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
4. Total Customer Issues
By Priority
High Medium Low
4,500
Launch of Attensity
4,000 Listening tool
04/01/2011
3,500
3,000
2,500
2,000
1,500
1,000
500
0
Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a higher
volume of cases being handled.
4
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
5. Customer Issue Resolution
Completed No Response From Customer Unresolved / Pending
4,500
Launch of Attensity
4,000
Listening tool
04/01/2011
3,500
3,000
2,500
2,000
1,500
1,000
500
0
Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a
higher volume of cases being handled.
5
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
6. Total Customer Issues
By Product Line
Wireless DSL Landline U-verse Unknown
5,000
4,500 Launch of Attensity
Listening tool
4,000
04/01/2011
3,500
3,000
2,500
2,000
1,500
1,000
500
0
6
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
7. Top 5 Wireless Issues
Network Issue Equipment Question
Billing Feature
Wireless CC Dissatisfaction
2,500
Launch of Attensity
Listening tool
2,000
04/01/2011
1,500
1,000
500
0
7
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
8. Top 5 U-Verse Issues
Billing Installation/Missed Appt
Outage U-verse CC Dissatisfaction
Equipment
300
Launch of Attensity
Listening tool
250
04/01/2011
200
150
100
50
0
8
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
9. Top 5 DSL Issues
Outage Billing
Performance/Speed Issue DSL CC Dissatisfaction
Installation
450
400
Launch of Attensity
350 Listening tool
04/01/2011
300
250
200
150
100
50
0
9
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
10. Top 5 Landline Issues
Outage Billing Network Installation LL CC Dissatisfaction
90
80 Launch of Attensity
Listening tool
04/01/2011
70
60
50
40
30
20
10
0
10
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
11. Facebook vs. Twitter Resolution
Facebook Twitter
Unresolved Unresolved
15 1% 30 or .01%
Facebook
No Twitter No Twitter
Response Facebook Response Complete
758 or Complete 2,824 or 2,703 or
41% 1,060 or 51% 49%
58%
11
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
12. Articles AT&T Identified In thru eVolve &
Attensity
600,000
500,000
400,000
300,000
200,000
100,000
0
There was a huge spike in coverage when AT&T announced they were buying T-Mobile in March which bumped up coverage considerably for March: 520K
We also added some excludes (see below) to the data that Attensity was providing in April to the AT&T General topic which may be a contributing factor
12
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
13. AT&T Facebook, & Facebook U-Verse
Interactions
AT&T Facebook U-verse
90,000
80,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
0
AT&T Facebook and AT&T Share FB combined by January 2011
13
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
14. Volume of tickets - Program Inception to
Date
Monthly
9,000 Increase/ YOY
Launch of Attensity
Month Volume Decrease Increase/Decrease
8,000 Listening tool September 2009 1,319
04/01/2011 October 2009 1,124 -14.8%
7,000 November 2009 2,443 117.3%
December 2009 2,221 -9.1%
6,000 January 2010 1,701 -23.4%
February 2010 1,864 9.6%
5,000
March 2010 2,635 41.4%
4,000 April 2010 2,514 -4.6%
May 2010 3,265 29.9%
3,000 June 2010 4,396 34.6%
July 2010 3,301 -24.9%
2,000 August 2010 3,571 8.2%
September 2010 3,276 -8.3%
1,000 October 2011 3,301 0.8% YOY 194% increase
November 2010 3,834 16.1% YOY 57% increase
0
December 2010 3,396 -11.4% YOY 53% increase
Jan-10
Jan-11
May-10
Jul-10
May-11
Jul-11
Nov-09
Apr-10
Aug-10
Nov-10
Apr-11
Aug-11
Jun-10
Jun-11
Sep-09
Oct-09
Feb-10
Sep-10
Oct-10
Feb-11
Dec-09
Mar-10
Dec-10
Mar-11
January 2011 3,751 10.5% YOY 120% increase
February 2011 4,168 11.1% YOY 123% increase
March 2011 4,407 5.7% YOY 68% increase
April 2011 4,218 -4.3% YOY 68% increase
May 2011 6,018 42.7% YOY 84% increase
June 2011 8,159 35.6% YOY 84% increase
Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly July 2011 7,070 -13.3% YOY 114% increase
contributed to a higher volume of cases being handled.
August 2011 7,850 11.0% YOY 119 % increase
14
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
15. Customer Satisfaction
Customer Not
Satisfied - Total % of Closed Customer Total % of Closed Neutral Total
Policy Closed Not Satisfied Satisfied Closed Satisfied Opinion Closed % Neutral
January 2011 211 2,164 9.8% 1,554 2,164 71.8% 399 2,164 18.4%
February 213 2,496 8.5% 1,843 2,496 73.8% 472 2,496 18.9%
March 233 2,498 9.3% 1,813 2,498 72.6% 452 2,498 18.1%
April 194 2,368 8.2% 1,719 2,368 72.6% 455 2,368 19.2%
May 225 2,989 7.5% 2,160 2,989 72.3% 604 2,989 20.2%
June 323 4,280 7.5% 2,921 4,280 68.2% 1,036 4,192 24.7%
July 241 4,001 6.0% 2,744 4,001 68.6% 1,016 4,001 25.4%
August 243 4,132 5.9% 2,664 4,132 64.5% 1,225 4,132 29.6%
Customer Contacts: In August 2,664 of 4,132 or 64.5% of the all closed & responded tickets
were people had previously contacted an AT&T Department before posting.
Definitions:
Customer Satisfied :is given if we answer the customers question and they are satisfied with the
answer.
Customer Not Satisfied/Policy : Customer is not satisfied with the answer based upon company
policy or process. Examples could be Upgrade Eligibility, Cell Tower location, and or the
availability of products and or software updates.
15
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
16. Positive Tweets
Joe Webb - Hello there I just wanted to take a minute to say thanks. I was having a few problems
getting my uverse Internet installed and working. Tammy took the time and got everything situated.
Got it all installed and now everything is up and running. Thanks so much.
NewCanaanHomes Leslie Razook
Really competent and trouble free resolution of issues by @ATTCustomerCare. Thank you Chris!
theinfophile
Thanks to @ATTTeamNatasha (^CarolynS) and @ATTcustomercare for being responsive when I was
getting nowhere over the phone!
Ken Bishop
Kudos to ATTLeslieC for all your assistance yesterday in helping me get the phone I wanted. I
do appreciate it very much. Try and stay cool......
TheREALMsWright
@ATTTeamTatiana Thanks for helping with the low A&TT line! My neighbors are very happy! Thank you!
16
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
17. Positive Posts
Stephanie Powell Wiginton posted to AT&T
Big shout out to Marty @AT&T!!! Although he cant come and manually fix the towers and service
himself, he has been excellent in customer service!!! Now if my service will get better, I'd stop
complaining!! :)
ATTGeoff,
A crew came by and removed the pole so that I can access my home.
Thank you so much for your help.
17
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
18. Facebook Activity
18
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
19. Twitter Activity
19
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
20. Forums Community by the numbers
2011 Posts 2011 Page Views
16,000 25,000,000
15,000
20,000,000
14,000
15,000,000
13,000
10,000,000
12,000
11,000 5,000,000
10,000 0
Jan Feb March April May June July August Jan Feb March April May June July August
Solutions & Kudos August Posts and Page Views are up nearly 40% MOM and
450 accepted solutions are up 35% MOM. Introduction of new
Forums team and weather related events (NE Hurricanes &
400 Earthquake) are primary drivers in increase in Forums
posts and page views.
350
Most popular boards includes: Wireless General Care , iPhone
300
(talk about new i-Phone coming) and Samsung (Galaxy2, member
250 wanting release information prior to having). On U-verse, TV
Programming is a popular board (Longhorn network). There has
200 also been a noticeable increase in discussion about General
150 Network Coverage (catastrophic events -storms, earthquake and
big power outage in CA).
100
50
Jan Feb March April May June July August
Accepted Solutions Kudos
20
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
22. Social Media Trending Issues
Issue
Customers contacting AT&T – often through social channels – to
request U-verse TV content changes
Steps Taken:
1) The Social Media team discovered that no links or promotion of the channel survey
(uversechannels.com/surveys/channel-survey) existed on facebook.com/U-verse, att.com or
uverseonline.att.net web pages. Customer had to initiate a contact with AT&T in order to be
given the survey link to record channel suggestion.
2) The Social Media team advised responsible AT&T work groups of issue. U-verse Online
Support almost immediately added a reference in the Knowledge Base articles, however, that
reference will only appear if the customer finds it within “FAQ Support” on att.com.
3) The Social Media team is working with appropriate groups to ensure the survey link is
featured in appropriate AT&T properties including facebook.com/U-verse, att.com (including
site search) and uverseonline.att.net.
22
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
