4. Experience Quote
CUSTOMER SERVICE IS WHAT
HAPPENS WHEN THE
EXPERIENCE BREAKS
- C H A R L I E H E R R I N , C O M C A S T C H I E F C U S T O M E R E X P E R I E N C E
O F F I C E R
4
Imagine a service provider or someone you give your hard earned money to on a regular
What if we built the experience so that we moved the engagement to the left of the journey? High engagement upfront…so that the moment is unnoticed
Along the entire customer life cycle… lets design and build the engagement up in the beginning, set the experience right.
So that we can remove the effort when the experience breaks
We created the My Account platform (website and Android/Apple mobile app, which is also available on X1) so customers can manage all aspects of their account on their own, when it’s convenient for them. The MyAccount App has been downloaded more than 12 million times. Now, nearly 16 million customers are using the platform (app + web) to do things like:
Sign up for Autopay and paperless billing.
Schedule & reschedule an appointment with a technician.
My Account app provides customers a 30-minute window for when their technician should arrive so they don’t have to call and confirm.
Customers can see the tech’s name and photo, so they know exactly who to expect at their door.
Troubleshoot via a restart or system refresh, which is the same functionality our call center agents use with customers on the phone.
Change Wi-Fi name & password, which is a top reason customers call us.
Receive notifications about scheduled maintenance, so our customers are always in the loop.
Re-package, upgrade or change their service without having to call.
265 redesigned stores nationwide in 2018 with more planned in 2019.
Make it experiential- beyond dropping off equipment and paying a bill
We launched RealTime Assist, a service messaging platform, in the middle of 2017 to proactively message customers real-time information relevant to their installation process, repair appointment, network maintenance or equipment update. Short instructional videos are included when helpful. This messaging is sent through text message, My Account, or X1 – whatever the customer prefers.Interacted with 10.7M customers in 2018 via service-related text messages to give customers the real-time information they need.
Comcast’s Xfinity Assistant is a virtual assistant that uses machine intelligence and natural language understanding to deliver informed, personalized customer service solutions.
The Xfinity Assistant is available in the My Account mobile apps and Facebook Messenger (through the Xfinity Facebook page), and customers can ask questions about their service. We’ll provide quick, easy solutions based on their question.
The Xfinity Assistant is constantly getting smarter, learning from what’s asked of it and which solutions resolved their issues.
Xfinity Assistant reached 3.54 million customers and is resolving the customer’s request to their satisfaction over 40% of the time.
The Xfinity Assistant deflected 491K agent-handled calls and 91k agent-handled chats in 2018.
We’re also using Xfinity Assistant to empower agents with more context and continuity on what customers are looking for.
We don’t want customers to have to repeat themselves. If they call in after using Xfinity Assistant, we’ll see what they were searching for and can readily provide more information to help them get the help they need.
We’re working hard to give our agents the proper context so they can find information fast and the customer can get back to what they were doing.
We worked to re-design the moves process to create a completely digital move experience – which is growing to be a larger % of moves.
Pro-install and self-move are both available on Xfinity.com
Self-move can be the same-day and pro install can be the next day
8 Billion Voice commands
Constantly learning
Teach me more” voice commands teach customers simple ways to:
Check their WiFi name and password
Find movies faster
Check or pay their bill
Create a customer screen saver
Troubleshoot
Change device settings like the text size and brightness
Set parental controls
Learn Tips & Tricks about everything you can do in X1
We are constantly refining our product offering based on what our customers want.
Our Netflix integration, YouTube Integration, Superior Olympics experience, xFi, X1 Sports app are all examples of how we work hard to bring customers closer to the content they love.
The development schedule around products such as xFi and tools such as the voice remote are driven by what customers are trying to use them for.
Speed Increases
We are actively listening and continually improving on the things that matter most to our customers based on their feedback.
We have rolled out the Net Promoter System (NPS) across the company so we can see the experience through our customer’s eyes. NPS surveys give us real-time, direct customer feedback on how we are doing.
We’re empowering our employees to help customers the first time by making policy changes as a direct result of feedback from employees on common issues or processes that made their jobs harder than they had to be.
The elevations process allows front-line employees to help improve the customer experience, by providing feedback on their customer interactions
We proactively reach out to our customers after many of our interactions with them to see how we did and where we can do better – we proactively reached out to more than 1 million customers this year.
