Cable Operators

Charter Eliminates Social-Media Customer Care Group

MSO Says Only a Very Small Percentage of Subscribers Interacted With 'Umatter2Charter' Team 12/05/2012 8:11 AM Eastern

Charter Communications is eliminating the “Umatter2Charter” group that has been dedicated to resolving customer issues on social media sites such as Twitter and Facebook, the company confirmed.

“Charter will no longer have a customer care team tasked specifically with resolving matters raised on social media,” spokeswoman Anita Lamont said in an emailed statement.

Charter’s elimination of the social media group was reported Wednesday by DSLReports, citing an anonymous source.

According to the St. Louis-based operator, only a very small percentage of customers interacted with the company through social media. “We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications,” Lamont said. “We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

On Charter’s Umatter2Charter website, 16 staff members are listed. The members of the social media team have been offered positions with Charter’s call center operations that would be effective Jan. 1, 2013, according to the DSLReports posting.

"The Umatter2Charter folks have been made aware of open positions to apply for within Charter’s customer operations team," Lamont said.

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