The Solution

In listening to the needs of its customers, Comcast Business developed new flexibility within the app which significantly enhanced the customer journey. Mobile users can choose to land directly on Account Overview to access an extensive set of features found in the My Account web dashboard, including bill pay, manage services, update preferences, and more, or they can choose to land on the voice mobility feature with its innovative calling capabilities including Be Anywhere, enabling them to make and receive calls remotely from the primary business number.

Results

• Active mobile app users are up over 28% YoY

• Bill pay through the App has risen 20% YoY

• Auto Pay enrollments are up 150% YoY

• One-click Auto Pay enrollment feature accounting for almost 70% of account creations

The CB App is often one of the highest rated among comparable competitor offerings in both Android and iOS app stores.

This direct response to customer feedback has helped set apart the CB App compared to other voice apps and is often one of the highest rated among comparable competitor offerings in both Android and iOS app stores.

These continuous enhancements have driven unique users to an all-time high, up 30% YoY. Among customers who use the App, half interact with Comcast Business by using the App exclusively.