Qwest Launches “Talk to Qwest” on Twitter

Customer Service Through Social Media Allows Qwest to Quickly and Effectively Respond to and Resolve Customer Service Issues Online

The microblogging site Twitter is fast becoming a new way for companies to interact with customers, and Qwest (NYSE: Q) today launched its own presence on Twitter, called “Talk to Qwest.” The Talk to Qwest team will monitor for customer service-related “tweets” and respond to and resolve customers’ problems in a whole new way.

Key Facts
Customers expect companies to do business with them on their terms, and Qwest customers can now use Twitter to resolve service-related problems. Qwest’s new presence on Twitter, called Talk to Qwest, is a customer-focused social media program designed to provide Qwest and its customers another way to communicate and resolve customer service issues online: http://www.twitter.com/talktoqwest.
In addition to Qwest’s more traditional customer service channels, Qwest is now engaging customers through social media such as Twitter, blogs and discussion boards. The goal of Talk to Qwest is simple – provide quick and courteous resolution for Qwest customers.
A team of Qwest representatives in Boise and Idaho Falls, Idaho, as well as Sioux Falls, S.D., are the “faces” of Talk to Qwest and proactively engage customers who may be having service problems and respond to customers who contact them.
The Talk to Qwest initiative allows Qwest to benchmark its customer service against competitors and integrate customer feedback into its operational decision-making in an ongoing effort to perfect the customer experience.

Supporting Quotes

“Qwest’s focus is on perfecting the customer experience, and Talk to Qwest is a program that embodies that vision. When we listen to our customers, contribute to the conversation and share what we learn in the process with all parts of the business – that’s when we begin to see the success stories.”

-Brian Stading, Qwest vice president, Sales Support Operations

“People are talking online about Qwest and it’s important that we listen and respond in a way that lets them know we’ve heard them. Whether we solve customers’ problems, advise on appropriate services to meet their needs or simply thank them for choosing Qwest, it’s gratifying to connect with our customers on their terms.”

-Joshua Sippola, Talk to Qwest team lead – Idaho Falls, Idaho

Supporting Resources
Talk to Qwest at www.twitter.com/TalkToQwest or talktous {at} qwest(.)com
Learn more about Qwest and social media at http://socialmedia.qwest.com
Talk to Qwest Customer Experience Blog Post http://snipurl.com/f0ehn
Twitter Responses: http://snipurl.com/f0fc6 and http://snipurl.com/f0fdd

Customers coast to coast turn to Qwest’s industry-leading national fiber-optic network and world-class customer service to meet their communications and entertainment needs. For residential customers, Qwest offers a new generation of fiber-optic Internet service, high-speed Internet solutions, as well as home phone, Verizon Wireless and DIRECTV® services. Qwest is also the choice of 95 percent of Fortune 500 companies, offering a full suite of network, data and voice services for small businesses, large businesses, government agencies and wholesale customers. Additionally, Qwest participates in Networx, the largest communications services contract in the world, and is recognized as a leader in the network services market by a leading technology industry analyst firm.
Contacts

Qwest
Margaret Fogarty, 303-965-6950 or 720-935-1324
Margaret.Fogarty {at} qwest(.)com
www.twitter.com/mdfogarty
www.twitter.com/QwestNews