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Comcast to add social media customer service

The Columbian
Published: March 24, 2015, 12:00am

PHILADELPHIA — Tweeting and Facebooking with Comcast Corp. will get easier. The cable giant said on Monday it will triple its social media employees to 60 by this summer as part of its flagging customer service operations.

Social media employees respond to questions or concerns by subscribers on Twitter, Facebook and Comcast support forums. The hiring will be done in Philadelphia and Denver by this summer.

“Wherever our customers are asking questions, that’s where we want to be,” Comcast spokeswoman Kate Finn said.

Comcast has faced a backlash against its low-rated customer service, especially during the exhaustive government regulatory reviews of its proposed $45 billion acquisition of Time Warner Cable Inc., which also has bottom-of-the-barrel customer satisfaction ratings.

Comcast also says it is upgrading and modernizing hundreds of retail stores to make them more welcoming and reduce wait times.

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