Comcast Gets It: A Customer Service Manifesto for Companies and Customers

As a population we've come to expect things to be mobile, social, and in real-time. Many companies seem satisfied with providing Customer Service in one of these areas. But why not all three at the same time? Comcast appears to be doing exactly that with Director of Customer Service Frank Eliason. Just look at Eliason's Twitter. Frank and his team must field hundreds of tweets a day. The left hand column is filled with various ways to contact the company if one is less comfortable with a tweet response or really must talk to someone. In addition he links to his personal blog.

This is not to say that Comcast does not have its blunders. There are plenty of People having difficulty with the company's Customer Service. But Comcast is offering more avenues of contact with their customers. It's not as if they are moving customer service strictly to Twitter or e-mail support ( cough* cough* Facebook). It is just another point of contact.

If companies provide such services perhaps this is the best way to get our questions answered, a sort of "exhaust all fronts" tactic. By providing many mediums of communication companies are able to start a dialog with their customer's. We hope to see more companies introduce the social aspect of business in addition to the already present strictly economic aspect.

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Posted by GetHuman on Wed, 14 Oct 2009 6:32pm