Cable Customer Service in the Age of Twitter

Cable Customer Service In The Age Of twitter BY OTime Warner Cable | Check out our blog: www.twcableuntangled.com Our Twitter Customer Care Cycle CONNECTION T FOUND Customer tweets their issue using @TWCableHelp or mentioning the brand twitter @TWCableHelp refers the customer to the help center NOW CONNECTED TO THE INTERNET @TWCableHelp reaches out to the customer @TWCableHelp Is OR able to resolve the customer's issue directly Process Data 106,816 11,028 total tweets to date from direct message tweets customers. Of these, 29,757 have tweeted their problem have helped resolve or refer customer issues. using @twcablehelp. 70% Helping with 3,575 » Browsing of customers tweet back » Picture impairment tickets have been after initial outreach, or » Outage info closed to date through 15,320 unique cus » Missing channel info the @twcablehelp team. @twcablehelp: Who Are We? Phil @TWCablePhil Bryan @TWCableBryanP Paul @TWCablePauls Brien @TWCableBrienH Interests include: goth/ punk /industrial music Interests include: sports Interests include: cycling, Interests include: loud, loud metal. Is building his teams from cold climates; more classic rock than reading, Mexican cooking. from the '80s and '90s. own custom suit of armor. His puerco pibil tacos are unstoppable. In real life. you can possibly fathom. Common Customer Issues ... 39.7% 12.4% 11.8% 8.6% 6.2% OUTAGE MISSING CHANNELS CONNECTIVITY DVR/STB ISSUES EDUCATION "is there an outage in zip code 90046? Or is it just me? " "I'm missing channel 16 and filed "How do I cancel all future recordings "Internet down "Where is my local in LA? I can't connect to anything office?" or "What a missing channel report. What gives?" for a certain show channel is the in 90027." Lakers game on?" Other Issues POOR CUSTOMER EXPERIENCE 9% SLOW BROWSING 5.5% BILLING 3.4% PROGRAMMING CHANGES 3,4% *Stats colectad from February 2010 - January 201s