Comcast Launches App To Track the Cable Guy

To better its customer service, Comcast is pulling out at least some of the stops. One of the initiatives the cable giant is undertaking has to do with the frustration customers experience while waiting around for technicians who may or may not show up exactly during the two-hour window the company offers.

And who wants to wait around for two hours, anyway? Comcast CEO Brian Roberts demonstrated a new app last week that lets customers track a technicianEUs schedule in in real time because "you should know when we are arriving,EU as according to Charlie Herrin, Senior Vice President of Customer Experience at Comcast.

Comcast is making the new tracking feature available free through its MyAccount app. The app is in the trial stage and started rolling out in Boston this week. Of course, thatEUs not super helpful if you donEUt have a smartphone or if you donEUt live in Boston. But at least itEUs progress. A broader roll out is planned.

30-Minute Alerts

HereEUs how it works: The app will alert a customer with a scheduled appointment when the technician is about 30 minutes away from his home. The customer can also track the technicianEUs whereabouts on a map.

EUWeEUre hoping this will prevent our customers from just needing to sit at home and wait,EU Herrin said. EUThey can check the app from the office, or wherever they are, and head home when they see weEUre on our way.EU

What if the technician is running late? That can easily happen if he gets bogged down with a difficult installation or other issue at an earlier appointment. Well, the app makes it possible for a customer to know the tech is running late so the customer can run some errands instead of sitting in his living room staring at the clock and getting frustrated.


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