One of the ways Comcast is working to provide the best customer experience is by investing in support options that make it possible to do business with us in ways that are easy, convenient and fit your schedule. There are times when customers may need to call us or stop at the local Xfinity Store or customer service center, and our dedicated teams in those locations are ready to help. Very often, however, customers can get what they need through the digital options we have created in recent years.
This is part of a series of stories about the self-service options now available to customers in the Keystone Region – options that bring results and save time. Moving forward, we’ll continue to profile additional ways to interact with us digitally.
Today, let’s look at how we are now providing important information to customers via text messages.
What you’ll need: Your cell phone. You can also utilize the free My Account app.
Scenario: You’ve ordered new equipment from Comcast and are having it shipped to your home. You’d like to be updated on the status of that shipment and also would like to get some help installing the equipment.
You don’t need to call us; we’ve made it possible for you to receive this information at your own convenience via our investments in RealTime Assist, a proactive and personalized service messaging platform that sends timely information to customers primarily via texts but also via push notifications through their free My Account app.
This saves customers time and simplifies the experience, communicating with them in a way they’ve told us they prefer. And it means customers receive messaging that applies directly to their current experience with us in a timely and convenient way, with no need to opt in.
In this case, you’ll get a text from us with the expected arrival time of your self-install kit, and you’ll also get a text that provides a link to short “how to” videos that assist with use of self-install kits. These instructions are also available with the kit and online here.
RealTime Assist also provides information in other scenarios and will:
- Remind customers via text of an upcoming tech visit the day before it is scheduled, with options to cancel (text us back “C”) or reschedule (text us back “R”).
- Provide information via push notifications for customers who have used their My Account app in the previous 30 days.
Note that tech appointments for repair (not installation) will also appear on our X1 video platform via the on-screen My Account app, with the option to reschedule. As many customers know, the ability to cancel a tech appointment or see the expected arrival time of a tech also exists via the My Account app on your mobile device.
The functionality of RealTime Assist will evolve to provide timely messages for other events, and customers can opt out by simply replying “stop” to any message they receive.
