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Mediacom serves up customer care on mobile devices

Tue, 11/27/2012 - 3:19pm
Mike Robuck

Mediacom Communications subscribers can troubleshoot and resolve service issues, schedule service appointments, and view or pay their bills on a new mobile customer care app that the cable operator provisioned with Synchronoss Technologies.

The free mobile care application, which is called MediacomConnect, works with both Android and iOS devices. It was designed to extend key customer care services and functions, such as resetting high-speed Internet routers or set-top boxes.

The app allows customers to use a voice-activated or onscreen search to quickly connect to the information they are seeking. Click-through troubleshooting steps provide a speedy way to rectify the most common issues affecting video and Internet service.

“Consumers increasingly rely on smartphones for anywhere, anytime access to information, and that trend is driving the need for self-service capabilities that further enhance the customer experience,” said Tapan Dandnaik, senior vice president of customer service and financial operations at Mediacom. “By expanding customer interaction options to include mobile devices, our subscribers gain direct access to their account and the ability to communicate with us in a manner that meets their preferences and fits their busy schedules.

“More than 2,000 Mediacom subscribers have tested this mobile care customer service application and have given it high marks for easy-to-use features. By deploying innovative solutions like MediacomConnect, we hope to further simplify the customer service experience for all our customers.”

The MediacomConnect app uses SmartCare, which is a cloud-based product of the Synchronoss Mobile Content Management Platform. 

“Service providers are quickly realizing the value of adding a mobile self-service application as a way to improve customer relationships,” said Biju Nair, executive vice president of product management and chief strategy officer at Synchronoss. “SmartCare is truly designed to improve customer satisfaction with advanced features such as call back, that lets customers schedule a specific time to receive a call back from the customer care agent. With the adoption of SmartCare, Mediacom will enhance the customer experience by providing its subscribers with an application that utilizes the rich capabilities of the smartphone and gain access to the answers they need, when and how they want them.”

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