All Posts Tagged Tag: ‘customer service’

‘Super Bitch’ Is Comcast’s Latest Customer Insult

Just a week after winning hearts and minds by calling a customer “Asshole Brown” on his bill, Comcast is continuing this stellar customer service thing by slinging more insults at people. This time, it’s a 63-year-old Chicago area woman named Mary Bauer. Or, should I say “Super Bitch” Bauer. According to WGN, Bauer is pretty familiar with Comcast’s customer service. …

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Comcast Calls Customer ‘Asshole Brown’ on Bill, Continues to Win Hearts and Minds

Let’s say you’re Comcast. Let’s say, just for argument’s sake, that you’re the most-hated company in America. Let’s say that you’ve been the most-hated company in America for years now. Let’s say that the past year has been one long string of customer service mishaps and very public embarrassments for you. Now, one of your regional offices calls a customer …

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Look At How The Nature Of Twitter Brand Mentions Is Changing

Consumers are increasingly engaging with brands from their mobile devices as opposed to their desktop computers. Specifically, they’re increasingly doing so with the Twitter iOS and Android apps. While the web browser continues beat Android in this area, Android is rapidly growing while the browser is on the decline. Socialbakers released some new data on this subject. Take a look …

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Comcast: Customer Service Will ‘Soon Be One of Our Best Products’

According to Comcast Cable CEO Neil Smit, dealing with customer service representatives will soon be one of the best parts about being a Comcast customer. “We do need to transform our customer experience, and I think we have a lot of work to do,” said Smit, speaking at a CES panel. “It will take time, but we’ll get it done.” …

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IBM And Twitter Announce Big Enterprise Data Partnership

Twitter and IBM announced a new partnership to give enterprises Twitter data through IBM tools and services. Essentially, it’s a combination of Twitter’s “public pulse” of real-time data and IBM’s cloud-based analytics, customer engagement platforms, and consulting services. IBM will offer Twitter data as part of IBM Watson Analytics, Watson Developer Cloud and IBM Bluemix. There will also be joint …

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Salesforce Desk.com Adds Video Customer Support

Salesforce announced the launch of a new video support center for Desk.com, which it claims “empowers companies to transform their customer service offerings through video.” A spokesperson for the company tells WebProNews, “Now, companies can add video content from any of the leading video platforms to their online customer service strategy to empower customers to find instant, visual access to …

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Comcast Is On A Roll With This Customer Service Thing

Earlier this year, Comcast took control of FEARnet, a popular channel and website among horror enthusiasts, and this week, shut both down, and let go of the people that operated them. Even the farewell note they posted on the site is gone, because, well, the site is gone. I mean, really? They couldn’t have even kept a landing page up …

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Comcast: Nightmare Rep ‘Did What We Paid Him to Do’

In an ideal world, canceling cable would go something like this… Hello, my name is Bob Willis and I’d like to cancel my cable services. / Ok, Bob. Have a nice day. / You too, completely helpful and non-confrontational customer service representative. Of course, we don’t live in this world. Instead, we all live in a depressing hellscape where canceling …

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Comcast Call: Customer Records Abuse from Rep

Ryan Block and his wife Veronica Belmont were moving. They called up Comcast Cable to tell them so and ask to have their service disconnected. The rep asked Veronica if she would like to simply have service moved to the new address. Veronica declined; they already had new service elsewhere. That’s when things turned ugly. The Comcast rep began to …

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Canceling Cable Is a Hellish Ordeal, Exhibit A

You want to know how a company earns (and I mean really earns) the title of most hated company in America? Well, this is a start. Canceling one’s cable services is a nightmare, and most everyone who’s ever tried is all too familiar with the ‘customer retention agent’ and their incessant attempts to keep you hooked. “So! Last week my …

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Is Your Facebook Response Rate Up To Snuff?

As social media engagement on Facebook rises, response rates from brands are slipping. Brands are struggling to get their messages in front of users thanks to a decline in organic reach of Page posts, but are they responding to their customers when they actually need something? The stats suggest that they’re not doing it enough. Perhaps this should be a …

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Salesforce Launches New Desk.com, Mobile App

Salesforce announced a new version of Desk.com on Tuesday complete with a mobile app, reporting engine, and “intelligent” agent console. The console can be personalized on a per agent basis to make each more productive, but still honor the rules, workflows, and templates set for the company. “The new reporting engine of next generation Desk.com provides detailed metrics and invaluable …

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