With Help from Twiitter, Comcast Improves Customer Service
Kevin Stirtz
January 27, 2009
Recently while surfing the web I noticed it was very slow. So I did a little research and discovered the problem was with my service provider, Comcast.
The first thing I did was try to let Comcast know using their online services. I hate making phone calls to customer service of big companies because they usually take more time than doing it online.
I was amazed (but in a bad way) at how difficult it was to let Comcast know I was having service problems. I had to create a login for their website. Then I had to find the support area so I could leave a message. Then I had to find a form or some way to tell them about the problems.
Eventually I found a form and I entered the information they needed. I got no response, not even an email saying they received my plea for help. So I sat there wondering if my efforts had been for nothing.
Then an idea popped into my brain: Use Twitter.
I had heard that Comcast routinely monitors Twitter for customer feedback. So I posted a note on Twitter. Or, to use the proper social media jargon, I "Tweeted" about it.
A quick search on Twitter also told me others were having Internet problems with Comcast. (That made me feel a little better.)
The next morning when I fired up Twitter I was thrilled to see a note from Frank Eliason, of Comcast. He was following up on my Tweet from earlier.
However, by mid-day the next day, I still had not heard a peep from Comcast through their usual customer service channel.
As a company, nothing is more important than connecting with your customers. Do that well and they´ll reward you with loyalty. Foul it up and you´ll have a revolving door of customers.
Comcast gets part of this right. Their Twitter channel is awesome. It´s fast, easy and convenient - if you happen to be on Twitter regularly. But if you´re not, then good luck. Because their other customer service channels are not, in my experience as responsive. And this will hurt Comcast if they don´t fix it.
You want loyal customers? Then make sure you offer them easy, convenient and fast ways to connect with you.
The first thing I did was try to let Comcast know using their online services. I hate making phone calls to customer service of big companies because they usually take more time than doing it online.
I was amazed (but in a bad way) at how difficult it was to let Comcast know I was having service problems. I had to create a login for their website. Then I had to find the support area so I could leave a message. Then I had to find a form or some way to tell them about the problems.
Eventually I found a form and I entered the information they needed. I got no response, not even an email saying they received my plea for help. So I sat there wondering if my efforts had been for nothing.
Then an idea popped into my brain: Use Twitter.
I had heard that Comcast routinely monitors Twitter for customer feedback. So I posted a note on Twitter. Or, to use the proper social media jargon, I "Tweeted" about it.
A quick search on Twitter also told me others were having Internet problems with Comcast. (That made me feel a little better.)
The next morning when I fired up Twitter I was thrilled to see a note from Frank Eliason, of Comcast. He was following up on my Tweet from earlier.
However, by mid-day the next day, I still had not heard a peep from Comcast through their usual customer service channel.
As a company, nothing is more important than connecting with your customers. Do that well and they´ll reward you with loyalty. Foul it up and you´ll have a revolving door of customers.
Comcast gets part of this right. Their Twitter channel is awesome. It´s fast, easy and convenient - if you happen to be on Twitter regularly. But if you´re not, then good luck. Because their other customer service channels are not, in my experience as responsive. And this will hurt Comcast if they don´t fix it.
You want loyal customers? Then make sure you offer them easy, convenient and fast ways to connect with you.
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