Cable ops to customers: let's chat.(Customer Care)
Multichannel News, March, 2004 by Donohue, Steve
Adelphia Communications Corp. and other MSOs have found a way to get their customer-service representatives to help up to four customers at the same time. No, they're not kicking cable subscribers into conference calls for group help sessions--the cable companies instead are using online chat sessions to rap with subscribers that have questions about high-speed data service.
Since December, when Adelphia rolled out a LiveAssist application from SupportSoft Inc., Adelphia CSRs using the chat feature have talked to an average of 2.5 subscribers simultaneously throughout the day. The cable company, with 5.2 million customers, handles an average of TK chat sessions daily. Most customers using the chat feature, which is available through links on...
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