Online Reputation Monitoring Good for Customer Service

Bonnie Bogle — Fri, 25 Jul 2008 15:43:04 +0000

It's no secret that Comcast isn't a beloved company. It's reputation for bad customer service even made it into its Wikipedia entry. But it seems they're doing something to fix it.

The New York Times writes today that Comcast is using online tools to monitor what people are saying about the company on the web. An internal team is using these tools to watch for negative mentions of Comcast on Twitter, blogs, and other online mediums and when they find a complaint they're reaching out to the disgruntled customer to fix the problem.

It's great that Comcast recognizes that online tools make it easy for them to find unhappy customer - and even better that they're acting to make these people happy. It's good for Comcast too. The majority of people interviewed for the article were very appreciative of the online response, which makes sense - their problem was dealt with and their internet/cable service is back up and running. By finding and addressing the people talking about their Comcast problems online, the company is winning over customers and vocal critics.

It helps that they're fast. Ericrabe posted this to Twitter at about 9:45 am.

Comcast, via its own Twitter account, got in touch with him almost immediately.

Posts in the category: reputation monitoring

Online Reputation Monitoring Good for Customer Service