Mar 9, 2012

Improving Online Self Service

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Putting the power of self service at our customers' fingertips is one of the ways Comcast is making their experiences with us better. I oversee the team here that designs the tools, services and capabilities that let customers easily and conveniently manage their accounts on Comcast.com. Recently, their work — and more importantly the difference it's making for our customers — was recognized as Comcast was awarded a Bronze Stevie® Award for e-Commerce Customer Service.

Over the past several months, the Comcast.com team has built a number of online features and functions, including:

  • service health status
  • appointment management capabilities
  • the introduction of mobile capabilities with text notifications and text command services
  • an interactive remote control code finder tool
  • the integration of customer help forums into our main Help site

By going to Comcast.com/help, customers get 24-hour access to useful tips, information and easy-to-understand Self Services features, like step-by-step instructional videos. Interestingly, one of the more popular features on the Help site is our remote control code finder tool. It's one of the top search terms on the site and has been accessed more than 1 million times since it launched last summer.

And customers can get even more information about their service when they create an account on Comcast Customer Central. Account management tools — like making changes to scheduled appointments or checking for any reported service issues — are just a click away.

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We'll continue to improve our Digital Service experience by further enhancing and improving our online and mobile experiences. In the meantime, log in and check out some of the award-winning changes we've made to make your life a little easier.

Tags : MyAccount, Self-Service, Stevie Award

 
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