Charter taps SupportSoft for online customer aid. (Spotlight).(Charter Communications to use SupportSoft customer service software)(Brief Article)
Multichannel News, September, 2002 by Stump, Matt
Charter Communications Inc. has tapped SupportSoft Inc. to provide its current and prospective cable-modem subscribers with online support assistance.
"We're excited the way it's going," said Charter director of advanced services, corporate customer care Dave Siebold. The MSO has rolled out the SupportSoft system to about half of its subscriber base.
"In the long run, all support calls should be very long and very complex and very infrequent, because all the easy things the customers are going to be able to fix on their own" using Charter's online self-help Web site, Siebold said.
More MSOs are turning to online help centers to provide customers with better customer service and deflect thousands of calls from call centers.
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