More Social Networking For Comcast

Comcast, the cable company that provides internet service for most of Maplewood and the majority of America, has long had a reputation for awful, awful, awful customer service. Of late, however, they appear to be making efforts to become more responsive to customer complaints by taking advantage of social networking technology.

Since 2008, the cable giant’s “Director of Digital Care” Frank Eliason has responded to customer complaints through twitter (you can find him here). The dialogue achieved through his twitter account has been celebrated by media and imitated by other companies. Also, Eliason’s twitters and other company actions have mollified some critics; the bulletin board Web site Comcast Must Die recently stopped operation, citing increased responsiveness on Comcast’s part.

Today, Comcast further encroached into social network customer relations. They are taking part in a new Twitter application that connects Twitter users with customer service of a number of companies. According to this Information Week article, “the app is intended to help companies find and assist customers who are more likely to look to the Twitter community to solve product problems than to call customer service.”

Ever had a bad (or good experience) with Comcast? Let us know. adamb@patch.com