Temporarily** wrapping up our series on using every digital tool possible to provide Customer Service, I would like to share this gem I found today.
I blogger over at SEOmoz had NBA League Pass, which allows you to watch basically every game the NBA airs, not just the 2 that are in your area.
She wanted to cancel after the season but forgot. A few weeks before the season startedup again, she got a letter from Comcast stating that they were going to Auto-renew (and bill her!) unless she cancelled.
She called….long wait, hing up and called a few days later…long wait….finally gets through.
She is too late!! Argghhh!!
Someone from Comcast pings her back (using Twitter) and fixes her issue (credits her back, cancels that NBA League Pass).
If you aren’t using all your tools to track what your Customers are saying, now is the time to start.
Thanks for reading,
**I say temporarily, because this subject is like crack. It is addictive and keeps popping up. I’m sure we’ll talk about this more.