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Comcast Rings Up Call-Back Feature - Multichannel

Comcast Rings Up Call-Back Feature

MSO Enhances Capabilities Of Xfinity My Account App
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Adding to some features that are designed to improve the customer experience, Comcast on Thursday introduced a new call-back feature for the Xfinity My Account App that allows customers to schedule a time window for a Comcast rep to call them back and help iron out their issues.

The feature means customers can avoid being left in hold limbo and put the onus on Comcast to reach out directly at a specific time.

Charlie Herrin, Comcast’s recently-appointed SVP, customer service, explained in this blog post that the feature becomes active through the My Account app if its integrated troubleshooting guide can’t solve the customer’s problem.

“If your issue is still not resolved after going through the troubleshooting steps, there is an option to call us.  But here’s where it gets good.  If you don’t want to call us, we will call you,” Herrin explained. “Simply enter in your phone number, select the time you want us to call you (call times are available in 15 minute windows), and you’re all set.”

The app also provides an option for subs to chat with a rep via Twitter.

Comcast is  also trying out other customer-facing features. Last month, the MSO announced it is testing a new Uber-esque feature for the same app that lets customers track the arrival times of techs and also rate their performance.  Among other recent moves, Comcast has also  inked 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. 

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