Comcast Gives Choice and Control Through Self Service

Ever since we changed the way people watch their favorite TV shows with On Demand on Xfinity TV and online, we know that customers want to do business with us at any time of day or night in a variety of ways.  While they’ve always been able to reach us by phone or chat with us online, we’ve worked on a variety of options for customers to both install and service their own products on their terms and on their schedule. 

As a result, we’ve focused on giving choice and control through self-service. In 2012, Comcast customers needed 4.5 million fewer service appointments and contacted the company 16 million fewer times. Why is this? In addition to service improvements, more customers are helping themselves by using tools such as online self-service options and self-installation kits. For example, self-guided installations comprised 40% of the company’s total installations in the second quarter of 2013, compared with 28% in second quarter 2012.  

Here are just some of the ways customers can help themselves:

·         My Account portal – My Account is a centralized information portal that provides a streamlined user experience, simplifying key functions like bill payment, alerts management, virtual diagnostic tools and a lot more;

·         Rescheduling and service interruption status – quickly and easily check on service to the home and cancel or change a scheduled appointment online or via text message;

·         Trouble-shoot connectivity issues and test Internet speeds – by downloading EasySolve, a free tool that provides automatic updates, do-it-yourself fixes and service outage resolutions, customers tap into a faster and smoother Internet experience;

·         Self-installation kits – with Self Install, customers save time and money by installing TV, phone or Internet themselves without needing a technician visit.

·         Comcast customers in New Hampshire moving to another community served by Comcast have the choice of a self-installation kit or a professional installation at a convenient time of their choosing in service windows as low as one hour.

Providing customer care via social media is another way we have expanded our traditional service model. Comcast’s dedicated Digital Media Outreach team uses platforms like forums, blogs, Twitter, Facebook and Google+ to seek out and help customers online, listen for feedback and answer questions. We’re recognized as a leader in creating this digital care model. Currently, this team has engaged with 500,000+ customers on social platforms since the team launched in April 2008. 

We’re not stopping here. We will continue to enhance our self-service options and ensure customers are aware of all the ways Comcast is making it easier to do business with us.