"With LiveAssist, we are able to enhance service to our customers by extending interaction beyond the typical chat session. LisveAssist creates an environment that allows our service representatives to work directly with more customers in real-time."
The Company
Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services. With 21.5 million cable customers, 7.4 million high-speed Internet customers, and 1.2 million voice customers, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content.
Did You Know?
Comcast has grown far beyond its roots as the leader in providing cable TV and is creating leadership in delivery of triple play services. For example, Comcast launched its IP-powered Comcast Digital Voice service in 2004 and anticipated roll-out to 15 million customer homes by the end of 2005, with a further goal of reaching 40 million households in 2006.
The Need
Comcast 's initial goal for enhancing their broadband customers' experience was to provide them with more support channels as well as improve the efficiency of existing ones. It was understood that assisted service would always remain a major support channel but that there was room for improvement. Additionally it was clear that many broadband customers were confident, self-sufficient computer users who wanted to be able to choose a self-service option. Often, simple problems related to email issues or connectivity problems were easily resolvable but time consuming for the customer and costly for Comcast, especially if the problem required lengthy, direct intervention by a customer service representative (CSR).
The Solution
Using SupportSoft Service Automation Suite™ for Broadband, Comcast created a fully branded, Web-based self-service portal that customers could access 24 X 7. Not only could the portal provide customers with the ability to resolve their own questions, it could even provide automated answers using SupportSoft SupportAction™ technology that enables customers to get a "one-click-fix." The portal gave Comcast High-Speed Internet customers the power to help themselves, while it significantly reduced the number of telephone calls to Comcast's customer care center. Moreover, since SupportSoft solutions have been proven to scale to service millions of customers, it was a great for Comcast's immediate support needs yet provided plenty of room for future growth.
