Customer Service

Comcast Goes Wide With ‘RealTime Assist’

Cable op launches personalized service messaging platform 11/15/2017 4:28 PM Eastern

Tied to a focus on improving its customer service capabilities, Comcast has kicked off the national launch of RealTime Assist, a personalized service messaging platform that provides service info to customers on mobile phones, their My Account app or to the TV screen via X1.

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The messaging platform, delivered to the customer’s preferred channel of communication, keeps subs apprised of things such as technician appointments, equipment updates, info about self-install kits, network upgrades and planned outages. Some also direct customers to how-to videos.

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Comcast said the platform has already been used to send more than 4.5 million messages to customers. About 16 million customers are using the My Account app to manage their accounts. 

“The launch of RealTime Assist will help us fit into our customers’ lives by providing customers the right information at the right time,” Piers Lingle, SVP of customer experience solutions, said in a statement. “Customers have told us they don’t want to call us to confirm their appointment or have to ask when their new equipment will arrive, and now they don’t need to.”

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