Mar 9, 2011

Support for the Changing Digital Home

If you're anything like me, you probably have a lot of technology connected to your home Internet service -- a wireless router, a game console and a Wi-Fi enabled smart phone or tablet. While these devices have become a big part of my daily life, they do add a layer of technical complexity, especially if something goes awry.

As more and more households embrace these technologies, their support needs also are changing. According to a 2010 Parks Associates survey, 75 percent of people said they would prefer to receive all of their technical support services from a single source. In addition, the survey found that more than half of all Americans who have Internet service look to their broadband provider as their first or second choice in solving their home computer-related technical issues.

I recently had a chance to sit down with Mitch Bowling, SVP & GM of New Business, and Dan Herscovici, VP of New Business & Product Development, and speak with them about how Comcast is addressing this growing trend with the launch of a new service called Xfinity Signature Support.

This new offering enables customers to select an enhanced level of technical support with monthly subscription plans and one-time support options. It's available in addition to the 24x7 support Comcast already provides for its video, high-speed Internet and phone services, and is another step in the company's ongoing commitment to improving the customer experience.

Xfinity Signature Support is beginning to roll out now and will be available across the country in the coming months.

Tags : Customer Experience, Mitch Bowling, Parks Associates survey, signature support, Xfinity Signature Support

 
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