If you’d like to work for Comcast and handle angry customers on Twitter, well, they’re hiring. In fact, Comcast says it’s tripling its online @ComcastCares team, which handles customer service issues on Twitter and other social outlets. “So, today we…
Google’s Twitter Deal May Impact Your Reputation
Last month, we learned that Google and Twitter have struck a new deal to put real-time tweets back into Google’s search index after going without them for a few years. Google isn’t expected to implement tweets into its results in…
‘Dear C*nt Martinez’ Writes Time Warner Cable in Letter to Customer
If cable companies weren’t so cartoonishly evil, they’d be really, really funny. Time Warner Cable, in an obvious attempt to show the FCC that they truly belong with Comcast, has gotten in on the name-calling fun. This is a letter…
‘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…
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…
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…
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…
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…
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…
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…
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…
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…
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,…
Amazon Gives Some Great Ideas on How to Abuse Mayday
Last year, Amazon launched their Mayday button – a 24/7/365 customer support hotline that allows Fire tablet users to contact a ‘tech advisor’ and speak to them, live. You know, like a real person. It’s a pretty novel idea, and…
Microsoft Buys Parature For Dynamics CRM
Microsoft announced that it has reached an agreement to acquire cloud-based customer service software provider Parature. The company will add the software to its Microsoft Dynamics CRM suite. “Customers are more connected and better informed than ever before. Organizations are…
Guy Buys Promoted Tweets to Shame British Airways into Finding His Lost Luggage
Lost luggage is a huge pain in the ass – we all know the feeling. But it happens. What one British Airways patron couldn’t deal with was the customer service he received after his luggage was lost (or lack thereof).…