Comcast to add social-media customer service agents
Tweeting and Facebooking with Comcast Corp. will get easier. The cable giant said Monday that it will triple its social-media employees to 60 by this summer as part of its flagging customer-service operations.
Tweeting and Facebooking with Comcast Corp. will get easier.
The cable giant said Monday that it will triple its social-media employees to 60 by this summer as part of its flagging customer-service operations.
Social-media employees respond to questions or concerns on Twitter, Facebook, and Comcast support forums. The hiring will be done in Philadelphia and Denver by this summer.
"Wherever our customers are asking questions, that's where we want to be," Comcast spokeswoman Kate Finn said.
Comcast has faced a backlash against its low-rated customer service, especially during the exhaustive government regulatory reviews of its proposed $45 billion acquisition of Time Warner Cable Inc., which also has bottom-of-the-barrel customer satisfaction ratings.
Comcast has said it will improve customer service and in recent months announced plans to make it easier for customers to return Comcast set-top boxes and other equipment through United Parcel Service, as well as an app that tracks when a technician will arrive for a scheduled appointment.
Comcast also says it is upgrading and modernizing hundreds of retail stores to make them more welcoming and reduce wait times. Comcast began its social-media outreach in 2007.