For about a year, Charter’s Social Media Customer Care team has been interacting with customers; reaching out and responding to them on Twitter, Facebook and MySpace sites as well as blogs and online forums like DSL Reports. The five-person team has interacted with more than 7,000 Charter customers nationwide so far this year.
“Charter is committed to improving the customer experience by communicating in whatever way our customers want,” said Joe Stackhouse, SVP of customer operations for Charter, in a statement.
Social Media won’t replace other forms of interaction, but rather extends the reach and effectiveness of Charter’s customer care efforts. A tweet may contain only 140 characters, but a great deal can be communicated not only to, but from customers, said Stackhouse.