Increased Efficiency through Self-Empowerment
Comcast Business has increased customer satisfaction, efficiency, and productivity with the first-to-market Service Status Center, enabling innovative self-care in service interruption and equipment troubleshooting.
The Challenge
When service interruptions occurred, Comcast Business customers were not able to efficiently check their connectivity status online, which resulted in costly and time-consuming interactions with the Comcast call center, an experience that was out-of-step with today’s self-care needs and expectations.
The Solution
To increase efficiency, autonomy, and productivity for business customers, while also reducing call volume and associated costs within Comcast Business, a comprehensive digital Service Status Center has been created to empower customers to quickly identify service interruptions and their equipment connectivity status, on an intuitive, dynamic, location-based application. They can also learn the estimated time to resolution and gauge the impact of the service interruption by seeing how many other Comcast customers are impacted in their zip code and zip codes nearby. Customers can also sign up for notifications to receive a text message when their issue is resolved. This industry-leading customer experience is optimized for both desktop and mobile users and has put Comcast at the forefront of digital self-care as shown in the metrics; with task completion for troubleshooting rising 38% in Q2 2021, +10 points over Q1 and 14% higher year-over-year. And a 24-hour call-in rate of only 3.8%, and an overall increase in engagement and customer satisfaction, equaling a tNPS increase of almost 10%.
Service Status Center represents the Comcast Business brand pillars of being Practical (maximizing efficiency through thoughtful and comprehensive digital self-service), Personal (products built from a deep and dynamic understanding of business customer needs and deadlines), and Bold (game-changing customer experiences that afford control while also expanding access). In this way, Comcast is fulfilling the promise of being future forward and powering the possibilities of business owners, helping to keep them on track, even during these unprecedented times.
