I remember probably about a month or so ago a blogger giving kudos to Big Bad Comcast for monitoring Twitter conversations for any cable or Internet problems from disgruntled customers. The blogger complained via Twitter about Comcast and a couple minutes later received an out-of-the-blue response from Frank Eliason, known in the Twitterverse as “Comcastcares.”
Now for most people who have had to deal with Comcast customer service, Comcast Cares is a complete and utter oxymoron. Whether it’s the video of the repairman falling asleep on the job, their acquisition of Plaxo or just general bitching about the customer service, Comcast is an easy target for American consumers. Personally, I can’t even tell you how many awful experiences I’ve had with that company over the phone.
When I heard about the Twitter monitoring I thought it was definitely a cool idea (if not a little Big Brother-ish), but didn’t really give it much thought. That is, until I came home a couple weeks ago to find the Blue Screen of Death on my television.
It was a Friday. All I wanted to do after a long week of work is sit down and watch 30 Rock. When I found that I couldn’t, I took my anger to Twitter. Within five minutes, I got this:
W00t! Someone does care. Or at least is being paid to care. On a Friday night, no less. Frank and I chatted on the phone, which was an even more personal touch. Turns out my credit card expired and I forgot to update my information for my auto debit. We even had a little conversation about the vitriol Frank is exposed to every. single. day. He’s doing his best to convince people – one Twitterer at a time – that not everyone who works at Comcast is the devil. Being in PR, I can certainly identify with that.
With the exception of a few complaints, most people are completely onboard with Comcast’s digital efforts. I can give full kudos to Frank for being so personable, and as much as it pains me to say it, I have to acknowledge Comcast as a whole for bringing customer service to the digital age.
::shudder::
20 May, 2008 at 8:44 pm
Incredible how one guy at a behemoth organization can have such a major impact. Considering that now this makes two of us who interacted w/Frank on a Friday night, I’d be willing to take on anyone bitching at this guy because it’s clear they’d be directing their angst w/Comcast at the wrong place. Frank is doing an incredible job and is the reason that I hold out some hope that Comcast will continue to get better. Now if they could fire half their current tech support team and hire a few more Franks they’d be golden ;)
21 May, 2008 at 3:21 pm
I first didn’t think Frank was human. I was happy to find out he is. My bitching on my blog proved to me how powerful the blogosphere is, it got my comcast problems resolved.
Time to go bitch about not sleeping with victoria’s secret models now. Maybe that will work as well.
9 July, 2008 at 10:27 am
[...] After receiving no help from the customer service desk, she decided to send out a Tweet, a la Comcast, asking if there were any customer service reps that could help her out. After no replies she [...]
9 July, 2008 at 5:12 pm
[...] online, there will always be someone there to make things right, whether it’s a company as big as Comcast or an up-and-coming indie [...]
25 July, 2008 at 1:14 pm
I’d like to find out what software Comcast is using to monitor the blogs. Do any of you that have communicated with Frank Eliason have an email address for him?
CAM
28 July, 2008 at 10:51 am
You can reach Frank at Frank.Eliason@cable.comcast.com or anyone on his team at we_can_help@cable.comcast.com.
I’m a huge fan of his! He’s done a LOT for me – and yes, it is truly amazing to see one person making such a huge impact on behalf of an enormous company like Comcast.
Also, to answer your question – he uses search.comcast.com and tweetscan.com to monitor Twitter…not sure about the blogs. Maybe Google blog search?
Big Peach Runner
5 August, 2008 at 12:28 pm
[...] only is it a great interview with Comcast Twitter Legend, Frank Eliason, there’s a mention of my Comcast post just over two-thirds of the way [...]
16 June, 2009 at 10:31 am
[...] Frank Eliason recognized and opportunity and through @ComcastCares they created the industry standar…of searching Twitter and responding to customers [...]
18 July, 2009 at 3:47 am
Hmm, yes comcast people are people too, I just wish when I asked for technical help that would read what I wrote, I can read a manual too, I use to write them.