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Comcast - Best Use of Technology in Customer Service

 

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Comcast, Philadelphia, PA
Company Description: With Xfinity, Comcast delivers the best in TV, Internet, voice, mobile, and home management, all working together to give customers instant access to the things that matter most – anywhere, anytime.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Telecommunications Industries

Nomination Title: Comcast's Digital Care Team

Tell the story about how technology has improved your customer service initiatives since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Comcast brings together the best in both media and technology. As a Fortune 50 company, we drive innovation and strive to create the world's best entertainment and online experiences and make our customers’ lives simple, easy and awesome. If support is needed, our Digital Care team is here for our customers where they already are spending a portion of their day- social media.

WHO WE ARE:

The Digital Care team focuses its energy and attention exclusively on digital platforms, such as Twitter, Facebook, Reedit and the Comcast Help & Support Forums. As a team, Digital Care supports bilingual customers across all of our Xfinity Products- TV, Internet, Voice, Home Security and Mobile along with Comcast Business – 24/7, 365 days-per-year.

From our products to our people, the Digital Care team is committed to delivering the best possible experience to customers, so that they can enjoy more of what they love.

HIGHLIGHTS:

Reduced customer wait time by 94% over the past year and are now keeping 99% of conversations in-channel.
A 26% increase in Net Promoter Score since 2017
92% of customers who post a negative comment end up having a positive or neutral experience after interacting with a member of our team
50K Conversations per month
340 agents across 19+ Social Channels
9% Attrition Rate
Industry recognition for social support quality and scalability

SCALING TO SUPPORT OUR CUSTOMERS

With the customer experience well on its way to becoming our best product, the Digital Care team at Comcast is fully committed to that revolution. Social care inquiry volume at Comcast has increased by more than 60% in the past year and our company is receiving 26 million fewer customer service-related phone calls annually,

To keep pace with a rapid growth in digital inquiries from our customers, the Digital Care team had a 27% increase in staff last year. This progress requires the speedy development of new employees into qualified Digital Care Specialists. By utilizing custom training techniques and the latest customer approval technology, we are successfully transitioning internal and external hires into fully functional employees in just six weeks.

As the team adds more Digital Care Specialists, key business partnerships are forming within the company. Those relationships rely heavily on the utilization of Digital Care’s Lithium Dashboards, which provide access to real-time customer feedback. As a result, Comcast employees now have the most relevant information about customers readily available.

LEVERAGING TECHNOLOGY TO PROVIDE A SIMPLE, CONSISTENT AND DIGITAL CUSTOMER EXPERIENCE

Along with the people and processes, a main driver of success for Digital Care is its use of cutting-edge technologies to better assist our customers. From early warning monitoring to conversation routing, manual and automatic tagging are central to the team’s Triage and Incident/Event Management functions and proactively monitoring our Help and Support forums for customer reported issues. Digital Care utilizes 2,000 individual tags to support resolutions, NPS, author status, content categorization and more.

In 2018, the team also took a giant step forward in technology and launched an option within our Xfinity MyAccount app for customers to connect to a Digital Care Specialist via Facebook Messenger. The technology allows the customer to get automated support or reach a specialist via Facebook messenger. Since launch this has been used over 325k times and there are plans for expansion in 2019.

WHAT’S NEXT?

People, process and technology are our focus for 2019. Below are some of the key initiatives that will help improve the customer experience for Comcast Digital Care.

-Expansion of Facebook Messenger support
-Implementation of our company quality program
-Simplify and standardize the customer authentication process
-Automated workforce management technology