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TWC changes Twitter customer care handle

Wed, 05/01/2013 - 12:42pm
Mike Robuck

Time Warner Cable announced this morning it had changed its Twitter customer care handle to @TWC_Help.

The new customer care handle gives Time Warner Cable a more unified front with all Time Warner Cable Twitter handles following the “TWC” designation.  

“Time Warner Cable’s online care team at @TWC_Help not only offers our customers an easy, simple way to receive assistance for service issues but also serve as a resource – answering questions about programming or taking suggestions and feedback,” said John Keib, Time Warner Cable’s executive vice president and chief care, technical operations officer. “We provide several alternatives for customers to reach out to us whether it’s through the phone, in person at retail, social media or community forum.”

Since the launch of its Twitter handle in  2010 with three dedicated employees, the online customer care team has quadrupled its staff. In the first week, the team helped hundreds of customers and now responds to an average of several thousand per week, resulting in a 375 percent increase in the number of customers assisted on average per month.

Time Warner Cable recently created the TWC Community Forum as another way for customers to connect with the company.

Shifting gears, Time Warner Cable is providing free Wi-Fi access for its subscribers that are attending this week’s Well Fargo Championship tournament in Charlotte, N.C. The PGA Tour event starts with today’s pro-am event before finishing up on Sunday.

Access to the TWC WiFi network is free to Time Warner Cable customers with Standard Internet or above data tiers and to Time Warner Cable Business Class Internet customers at hundreds of locations around the Charlotte area such as Center City, Southend, Myers Park, Dilworth, Midtown and TWC Arena.

 

 

 

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