Customer Service

Comcast Expands Uber-Like Tech Tracker

‘Tech ETA’ Launched in Oregon, SW Washington 9/22/2015 9:45 AM Eastern

Following an initial trial in Boston, Comcast has rolled out Tech ETA, an Uber-like app that lets subs track and rate their techs, in Oregon and Southwest Washington.

 

“We recently launched Tech ETA on the My Account app, a new feature in your neighborhood that allows you to see exactly when your tech is arriving for an appointment. No more waiting around,”  Charlie Herrin, Comcast Cable’s EVP, customer experience, explained in this blog post.

 

Tech ETA alerts subs when a technician is about 30 minutes away from their house while presenting a digital map that tracks the tech’s whereabouts. The app also lets customers rate the performance of the tech after the appointment.

 

“The beauty of this feature is that you can check the app from wherever you are and head home when you see we’re on our way,” Herrin said. “If we are running late, which can happen if our tech gets tied up at someone else’s house, we will let you know that, too, and provide real-time status updates so you can plan accordingly.”

 

Comcast, he added, plans to roll out Tech ETA to additional markets “soon.”

 

Comcast has been rolling out features such as Tech ETA as it tries to improve its image and its overall customer service performance. Among other moves in this area, Comcast announced an agreement that enables customers to return equipment such as set-tops and cable modems to Comcast for free at one of more than 4,400 UPS Store locations.

 

In May at the INTX show in Chicago, Comcast launched a major customer care initiative that includes the hiring of 5,500 customer service reps over the next three years and a new Apple-esque Studio Xfinity store.

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