Posted in marketing, online community

Comcast DOES Care

Just a quick testimonial regarding a recent GREAT customer service SLASH social media experience I had.

I get back from a long trip to find my cable was turned off.  Strange clerical error, whatever, there are much worse things to stress about. I call, get it all taken care of and think I am all set.  But then days pass and my cable becomes increasingly more pixelated.  And then my internet goes down – and that’s just not ok.

I had heard of and seen people using the twitter @comcastcares account to help them with problems, so I thought I would try.  Not having internet in my house, I used my iPhone’s Twitterfon app and tweet my request for help.  Within minutes I had a reply saying that there weren’t any outages in the area and if I DM’d them my phone #, they could look into it further.  I dutifully complied and was then asked by another customer service rep from Comcast if they could help.  2 replies in 10 minutes!  I asked my first rep if I should get help from the 2nd rep and they went ahead and told them that they were on the case.

Within 15 minutes, I got a call form a local Chicago operator who then ran through some basic tech support and determined I needed an onsite person.  This was RIGHT before Memorial Day, so I wasn’t expecting an onsite person anytime soon, but the phone rep got someone to come ON MEMORIAL DAY.  And they actually came! And fixed it!

Now it sucks that it was messed up in the first place, but the fact that their tech support team was able to respond to my request using social media and then follow through with multiple other methods of communication REALLY impressed me. I am sure it’s not the last problem I will have with Comcast, but at least now I can have some faith that they can help me get it taken care of in the future.  Way to go Comcast!

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Author:

I am a data & results driven Digital Media Influencer with over 15 years of experience in engagement, family marketing, scaling infrastructure and audience culture across a product’s lifetime from pre-launch to millions of users. Strategic Vision & Business Development: • Articulated corporate integrated digital marketing strategies for 10 children’s entertainment properties across multiple digital channels • Authored a comprehensive business plan for scalable online community infrastructure for internal and external partners and successfully participated in a thorough VC due diligence process • Increased sales revenue by 20% while managing 6 million dollars of annual revenue in existing business services. Production & Project Management: • Developed multiple 2D & 3D multi-player virtual worlds, online games & apps based on repurposed/original assets • Produced 12 animated 2-minute shorts for broadcast on television & developed animation production department workflows • Launched multiple major website redesigns to include more fan interaction • Led workflow & process optimization teams to improve operational effectiveness/productivity. Audience Engagement & Research: • Developed domestic and international audience research programs both on & offline for both parent and children audiences • Grew multiple audiences from pre-launch to tens of millions by using organic, as well as established marketing tactics. Team Management & Relationship Building: • Designed team management & organizational structures for multiple Web Content and Web Marketing departments including international remote teams of staff in North & South America, Europe and Asia. • Managed teams in multiple disciplines, including customer service, social media engagement, production, moderation, marketing, design, tech and content development. • Extensive client, vendor and partner management experience in television, licensing, digital, e-commerce & customer service industries

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