Social Media and Customer Service - Comcast model
Okay there is a lot of blog posts and online conversations about the power of social media or web 2.0 applications, etc, etc. While many of the authors identify themselves as a "social media" or web 2.0 gurus or consultants what I will post is just my recent experience with Comcast via Twitter.
Since thursday (aug 14th) I was experiencing problems with my Comcast high speed Internet Service, I called customer service and set an appointment for today (Sat 16th) to see if a technician could fix my internet service problems. So far nothing different for the regular end user experience.
Yesterday at night I had a lot of work and the internet connection was erratic so I was really frustrated about the service and I decided to voice it via twitter. Then few minutes after I saw how Comcast is monitoring twitter's conversations and a twitter user called "Comcastcares" inmediately tried to help me. This was the thread:
nportillo hate comcast, the internet service is behaving erratic & I have to wait 48 hrs for a technician. Very dissapointed with the customer service about 22 hours ago from web
comcastcares @nportillo what is the trouble? Can I look it over? Dm the phone number on the account about 21 hours ago from web in reply to nportillo
nportillo @comcastcares: XXX-XXX-XXXX. Cust Service reviewed the connection yesterday & said the problem is modem. Next available technician is Saturday about 21 hours ago from web in reply to comcastcares
comcastcares @nportillo It could be the modem or the line coming in, especially at the splitter. The modem is reporting a number of signals off about 21 hours ago from web in reply to nportillo
