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Comcast Customer Experience Transformation

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Comcast, Philadelphia, PA
Company Description: Comcast brings together the best in media and technology. As a Fortune 50 company, we drive innovation to create the world's best entertainment and online experiences. From our products to our people, we’re committed to delivering the best experience possible so our customers can do more and enjoy more of what they love.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: Leading the Comcast Customer Experience Transformation

Tell the story about what this nominated team achieved since the beginning of July 2016 (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.

Responsible for supporting a nationwide, bilingual customer base, the Digital Care team focuses its energy and attention exclusively on digital platforms, such as Twitter, Facebook, Reddit and the Comcast Help & Support Forums. As a team, Digital Care supports several lines of business at Comcast – 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.

Digital Customer Service Initiatives for 2017

-Reduce customer wait time and increase in-channel resolutions
-Make the customer experience our best product by focusing on Net Promoter System (NPS)
-Expand early warning system functionality through best-in-class technology
-Cross-pollinate community and social data to develop optimal customer education

Digital Customer Service and Support at Scale

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 100% year-over-year since 2016. Meanwhile, Comcast reported 22 million fewer customer service-related phone calls last year than in 2016.

To keep pace with a rapid growth in digital inquires, the Digital Care team tripled its staff from 2016 through 2017 and expects to expand further in 2018. 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.

Touting Technology for Top Performance

Driving the Digital Care team’s success is its use of cutting-edge technologies. From early warning monitoring to conversation routing, manual and automatic tagging are central to the team’s Triage and Incident/Event Management functions. Digital Care utilizes more than 20 categories for tagging and 2,000 individual tags to support resolutions, NPS, author status, content categorization and more.

The addition of the Incident Management team has allowed Digital Care to be the classifiers and communicators of service-related incidents to internal stakeholders and customers for more than 125 incidents and events since July 2016, including the 2016 Summer Olympics in Rio de Janeiro, the Floyd Mayweather Jr. vs. Conor McGregor boxing match and the Super Bowl.

The Digital Care team can also leverage its data for cross-channel purposes. For example, the Comcast Help & Support Forums, which is overseen by the Digital Care team, provided more than 6.2 million deflections and saved the company millions in 2017. More often than not, customers are identifying the potential incidents themselves. By monitoring real-time Community page views, an increase in customer search data can trigger hot topics that eventually translate into an increase in social care volume. The Digital Care team is proactively using this data to report incidents to unaware partners, resulting in faster resolution, social care response times and a better overall customer experience.

Providing the Best Customer Experience

-Reduced customer wait time by 92% and kept 99% of conversations in-channel.
-Year-over-year in-channel NPS increases; past year showcased nearly 70% increase.
-85% of customers who post a negative comment end up having a positive or neutral experience after interacting with a Digital Care Specialist.
-Multiple industry accolades earned for social support quality and scalability.