Telco’s and Facebook: AT&T overtake Sprint with significant outreach, now second to Verizon

As mentioned previously, the majority of Telecommunications companies have been tentative in their use of Facebook.  Back in November only Verizon and Sprint had more than 100,000 fans. DirecTV and AT&T were just below 30,000 and the rest were below 10,000.  In just over 2 months AT&T have increased their fanbase almost tenfold to more than 250,000 fans overtaking Sprint who remain  at about 160,000.  Verizon still lead, having doubled their fans from about 400,000 to more than 800,000.

Wireless posts are in the majority on the three top sites.  As the fourth major wireless carrier T-Mobile have an unexpectedly low number of fans.  If device specific pages are considered, the T-Mobile Blackberry and Sidekick pages have about 100,000 and 250,000 fans respectively.  For comparison the top 3  iPhone pages have about 750,000, 425,000 and 250,000 fans.

November 2009	Facebook Fans	February 2010
Verizon, Sprint	100,000->1,000,000	Verizon, AT&T, Sprint
AT&T, DirecTV	10,000->100,000	DirecTV, Boost Mobile
Boost Mobile, Virgin Mobile, T-Mobile, Dish, Comcast, Charter	1000->10,000	Virgin Mobile, T-Mobile, Dish,  Comcast, Charter

The AT&T Facebook page has an explicit CustomerCare tab which invites customers who need help to post to their wall. It is also clear that they respond to these posts. The CustomerCare tab also provides links to AT&T’s Twitter and Youtube support channels allowing the customer to decide how they want to get help. Charter have even more explicit Twitter support by providing a Twitter tab on their Facebook page.

AT&T offer customer care on their Facebook page

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