Comcast to consider more issues via Facebook and Twitter

Comcast: Worst company, but not worst stock Comcast is bulking up its existence on Twitter and Facebook as it tries to mend the harm done by a string of extremely general public buyer support catastrophes.

The business is now employing 40 new “social care experts” to react to consumers in excess of social media, adding to its current social staff of 20. They’ll be ready to assist with almost everything from scheduling appointments to troubleshooting Net issues and placing up DVRs.

The cable big is infamous for poor client service .

In one of the far more uncomfortable incidents, a Comcast client posted a recording of a frustrating eight-moment phone phone in which a rep refused to cancel the caller’s support.

And Comcast landed in scorching drinking water before this 12 months right after an individual at the organization changed the name of buyer Ricardo Brown to A–hole Brown, on a monthly bill after he canceled the cable support. A sixty three 12 months-old from Illinois acquired a invoice in the mail addressed to Tremendous B—- Bauer.

The selecting push is just one particular way the business is addressing its consumer support problem.

“We have countless numbers of individuals answering services calls on the cellphone, and for a lot of clients which is great. But some individuals would fairly go online, and we want to make positive to give them that choice,” said Comcast spokeswoman Jennifer Khoury.

The firm has much more than 73,000 followers on Twitter ( TWTR , Tech30 ) , whilst its Xfinity Net provider has five.nine million likes on Facebook ( FB , Tech30 ) .

And the variety of customers reaching out via social media retains expanding, Khoury stated.

In September, a Comcast executive vowed to improve issues , but admitted that it would get a long time ahead of he could truthfully say the company is acknowledged for excellent customer provider.

He may be appropriate.

Meanwhile, Comcast ( CCV ) is planning to merge with Time Warner Cable ( TWC ) . The deal was struck final calendar year, but nonetheless demands federal acceptance.

CNNMoney (New York) March 23, 2015: four:fifty six PM ET

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