Comcast Cares, They Really Do!

Whenever I used to think about Comcast, what came to mind was a cable company that struggled with having great customer service, especially since they did a bulk of it over the phone. Now that Comcast has stepped into the world of Social Media and is using that untraditional venue for their long traditional business, people have seen a great change in their customer service.

The Face of Comcast Cares
Comcast has become part of the Twitter frenzy. Frank Eliason, Director of Digital Care for Comcast, has taken charge of keeping in contact with customers and helping them by using Twitter and social media sources. Pictured here is a "tweet" by Frank. He comes across to customers as a very helpful and down to earth guy. Since this change, customers have been a lot happier with the customer service that has been provided to them.

Here is a video interview of Frank Eliason describing what he does for Comcast and his experiences with Twitter and other online sources. It is four and a half minutes, but there is some very good information here.





One Users Experience
Blogger Jacob Morgan recently had a great experience with Comcast after having "tweeted" directly to Frank. He was having problems and needed help right away, but was going to be out of town starting the next day. Because of Frank's promptness and service, he was able to get someone out to his house by 6:00 that evening.

Jacob Morgan, being the blogger that he is, shared his story with all his readers. Those readers, I'm sure, are now more impressed by Comcast's service and will probably be more likely to use them as a cable provider in the future.

Is It All Better?
Comcast seems to have really stepped it up in the world of customer service. But it might only be with customers that have reached out to them online. When I did a search on Twitter or Technorati.com I found many complaints that people have posted about Comcast. These customers were contacting Comcast over the phone and were not getting the response they needed. Comcast should find a way to let them know that the online options are out there for them and also try to give more attention to the customers that choose not to contact them that way.

Comcast has really taken hold of the world of social media and used it for their advantage. Yet it only works well for them because it is working well for the customers. Kudos to Frank Eliason for taking this on and succeeding.

~Connie Jo