It is quite possibly the dream of homeowners to acquire a service for their home, and have it working at an optimum level for as long as they have it. Aside from the joy that kind of service would provide, it would also mean that there would never be a need to seek out tech support to remedy a problem. Unfortunately, such a “reality” is too good to be true, as every now and then, for one reason or another, the service or the equipment utilized to deliver it experiences difficulties.
The interruption of a service – regardless of the duration – will always bring about some level of frustration, so for service providers, it is of high importance that their tech team is as efficient as can be. Comcast is one service provider in particular that is investing in their staff to ensure that they are able to competently resolve any issues that their subscribers may have, and they have recently made additional improvements.
The right tools now includes iTools
Just over a week ago, it was announced that Comcast upgraded the tool kit of all their tech support team by equipping them with iPhones. Possessing all the relevant software to help them get the job done, the old saying, “a poor workman always blames his tools” is something subscribers shouldn’t ever have to worry about. Here is a look at some of the ways in which this development will help to improve their work:
Efficiency
Understandably, this technology has helped technicians to improve their productivity when making a visit. One of the biggest talking points is the “whole home check” feature that is now available. With a simple click of a button on an iPhone, a technician will be able to determine the status of all the equipment running a Comcast service within the house, which is more time efficient than the traditional process of manually checking each of them with varying tools.
Providing real time analysis and insight
This is quite possibly the benefit that subscribers will appreciate the most, and here’s why. With the iPhone, techs are now in a position to show subscribers just how certain products offered by Comcast work. This relates specifically to all their mobile applications (apps).
As it is now, there are over 10 apps that subscribers can access to enhance the overall experience of a Comcast service, ranging from the My Account app that can be used to perform functions such as paying bills, to the Xfinity TV Go app that helps them to stay on top of all their favorite video content wherever they are. The mobile devices that the techs carry are equipped with every app, so for the subscriber, discovering how to download and operate them is easy to learn.
Keep them in the “know”
With the use of the iPhones, all the relevant information needed by the techs is now being streamlined. They have the ability to access their daily appointment schedule, access the customer information (and update it where necessary) as well as map their most efficient route to their next location. The last mentioned advantage is of importance, as it coincides with another development Comcast announced not too long ago in relation to their technical team.
Understanding the value of their customer’s time
Making an upgrade to their My Account app, Comcast unveiled a feature that will enable homeowners to track the movement of their technician in real time. This helps subscribers to know exactly what’s going on, eliminating the need for them to sit and wait for the tech’s arrival when their time could be otherwise utilized.
With the technology, subscribers will receive an alert when the support is 30 minutes away from their residence, and they will be able to track their progress on a map until the very minute they arrive. It should be noted that this was initially a “dry run” launch, but having gone months into the trial it is expected that all official release of the technology may not be too far off.
One Ultimate Goal
With all the efforts Comcast is making to improve the efficiency of the technical support team, it all leads to them achieving one goal – improving customer experience. For any organization, keeping the customers happy has to be a primary objective (for reasons such as customer retention) and ensuring that the staff is equipped to remedy whatever issues exist is a great way to do so.
Comcast improves Tech Team Efficiency