Comcast has been focusing on enhancing its customer service tools for subscribers of late, and this time it’s introducing the “co-pilot,” a way for service operatives to see the TV screen of the person they are helping solve a problem. The idea is to let operatives navigate through a subscriber’s features and walk them through the services available. In a sense this is what computer technicians have been doing for years, by taking over computer screens, but it hasn’t always been for the purposes of learning how to navigate a screen. The new service could improve Comcast’s current less-than-stellar reputation for customer service. The MSO has been at it for a while, with recent moves like tripling its customer service team back in March.
How difficult is it to describe something happening on your TV that only you can see? When a customer calls us with a question, words can get in the way. A description of the problem or an explanation of the solution can literally get lost in translation.