FEBRUARY 14, 2006

Live Chat Customer Service

This past weekend was the 7th time I have moved in the past 4 years, and I found myself dreading it. The amount of things you have to move, the addresses and numbers you have to switch over, and the services you must set up are time consuming and tedious.

While systematically going through my well-rehearsed to-do list, I went onto Comcast’s website to look up packages for my cable and Internet. This was one of the best sites that I have ever been to. It was easy to navigate. Packages thoroughly explained. Prices were clearly labeled.

When I was finished selecting the options I wanted and was ready to check out I was automatically connected to a customer service representative via AskComcast. At the end of the live-chat conversation with agent Patricia I was satisfied. I was able to set up my service, confirm my information and ask questions. The entire process took no more than 5 minutes of my time.

According to Conversagent.com:

Comcast High-Speed Internet is supporting its customers with access to email, live chat, and FAQ resources for customer support. Comcast’s growing customer base required a high-quality and cost-efficient customer care solution. The cost of attended support challenged Comcast to seek more efficient options. Comcast’s eSupport group has a mission to use the highest-quality, lowest-cost self-service solutions as a preferred means of support to maintain their standard for excellent customer service.

Comcast deployed the Conversagent-powered AskComcast in September 2003. AskComcast is handling hundreds of thousands of customer interactions a month surpassing both live chat and email. ‘Comcast’s customers are experiencing a higher level of support since launching AskComcast and we are realizing considerable cost savings,’ says Mitch Bowling, VP of Customer Service at Comcast. ‘AskComcast paid for itself in approximately one month.’

My time has become more valuable as I have gotten older. I now rely on and spend my money with companies who give me what I need, when I need it and in the amount of time I deemed the service to be worth it. Comcast’s efficient customer service helped achieve all of the above for me.