Time Warner Cable serves up customer care via Twitter

Tue, 03/23/2010 - 9:00am
Mike Robuck

Time Warner Cable officially launched a new Online Customer Care Team that uses Twitter and other forms of social media to answer customer service related problems.

Time Warner Cable’s Online Customer Care Team has engaged more than 1,500 customers on Twitter since its soft launch on Feb. 19.

The four-person team is led by Online Customer Care Manager Phil Blum. The team’s goal is offer customers help “anytime, anywhere, and on any device,” which also includes support via e-mail.

“"We've had approximately a 10 percent increase in volume each day since we went live, and we're expecting that to pick up significantly as awareness increases” Blum said “We stand ready to handle as many of our customers as would like to reach us. So far, our customers seem to enjoy the personalized service that we’re offering."

The team is available for live, real-time care discussions from 9 a.m. - 10:30 p.m. EDT Monday through Friday, and from noon to 8:30 p.m. EDT Saturday and Sunday. To contact the Online Customer Care Team, tweet an issue to @twcablehelp or e-mail:

Comcast also has its own Twitter team in place to help its subscribers.

More Broadband Direct 3/23/10:
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•  Time Warner Cable serves up customer care via Twitter
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