Comcast.com
Company: Comcast, Philadelphia, PA
Company Description: Comcast is one of the nation’s largest cable, internet, phone and home security service providers for both residential and business customers. Comcast.com serves as the e-Commerce and self-service hub for all of Comcast Cable. Over the last 18 months, the company has focused on transforming its desktop and mobile experiences to maximize contributions from its online channels.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Telecommunications Industries
Nomination Title: Comcast.com's Evolution of the My Account Experience
Tell the story about your organization's innovations in customer service since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
The Self Service customer experience has been transformed. The Comcast customer is in control and can access real-time information on the platform of their choice–desktop, tablet or mobile–to manage their account, get help or simply find out what time their technician will be arriving. Approximately 33% of Comcast customers manage their accounts online–up 460 basis points year-over-year–and this number is expected to exceed 40% by year-end 2014.
Customer Self Service Improvements
Customer behavior is changing, and we’ve been anticipating their needs. My Account has completed approximately 240 million more online Self Service transactions in 2013 (January-October) than over the same time period in 2012. Driven by customer feedback, Comcast launched the following new capabilities and enhanced online experiences for My Account across desktop and mobile web to make our customers’ lives easier:
•Picture Bill Pay via Smartphones – Customers can pay their bill by snapping a picture of their paper bill and a blank check. This milestone achievement was a first in our peer set and the first to leverage this technology over the mobile web versus in an app.
•Estimated Time of Arrival – No more wondering “where’s my tech?” because this time-saving feature provides a 30-minute technician arrival window for at-home service calls.
•Estimated Time to Resolution – Provides an easy view into service restoration information for TV, Internet and Phone outages.
•Enhanced Mobile My Account for Smartphones – Traffic in mobile has skyrocketed with logins approaching 800,000 in November 2013–up over 200% from February 2013 levels. We attributed this increase to the July 2013 launch of our redesigned mobile My Account experience.
•Responsive Site – Comcast.com led the industry when we launched a fully responsive Help and Support site in October 2013. The single code set enables an optimized user experience on all devices, including smartphones, tablets and desktops.
Accessible Experience – In October 2013, we updated the My Account and Help experiences to provide full accessibility for blind and low-vision customers.
Digital Onboarding Experience
Recognizing the importance of getting it right in the first 90 days, Comcast launched a new Digital Onboarding initiative to engage customers with exciting Xfinity products at the point of purchase. After ordering Xfinity, customers can immediately create a username and password to start enjoying our services. Through My Account, new customers can view and reschedule installation appointments, track Self-Installation Kits, and set up numerous account preferences. Additionally, Internet customers are granted immediate access to the vast Comcast Wi-Fi network of over 500,000 hotspots across the country before service is even installed in their home. Early numbers have shown 10% of new customers are leveraging this new functionality.
Comcast consistently delivers cutting-edge interactive experiences throughout the customer lifecycle. As we advance into 2014, we will continue to focus on mobile-first for many experiences, and have plans to extend into other innovative areas—such as augmented reality—to further enhance the self-installation process.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated customer service organization:
John Williamson serves as SVP/GM of Comcast.com, responsible for the company’s digital sales and service activities.
Prior to joining Comcast, Mr. Williamson held positions at Verizon as VP e-Commerce/ e-CRM, Senior Managing Director e-Commerce at JP Morgan/Bear Stearns, and VP e-Investments at Citi. He developed online sales and customer support by driving new customer acquisition, increased utilization of digital self-service tools, and cross-selling of services through digital platforms.
During his tenure at JP Morgan/Bear Stearns, the firm was recognized on numerous occasions for its industry leading e-Commerce experiences. He developed and launched Cititrade - Citi’s online U.S. self-directed brokerage. Cititrade was consistently recognized as #1 from Smart Money for its robust suite of planning tools and on-line experience.