Associated Press writer Deborah Yao penned an interesting article about cable companies being forced to provide better service. In the article, Yao points out that cable companies have a terrible reputation for keeping customers waiting for up to six hour to receive a visit from a technician. Here’s a link: http://news.yahoo.com/s/ap/20100523/ap_on_hi_te/us_fixing_cable_s_image
Although the article shares some ways cable companies are addressing the issue, I’d like to share another option cable companies are exploring and implementing to improve customer service – notifications technology.
Cable companies can and should send messages to customers letting them know exactly when the technician will arrive at their house using the form of communication the customer has chosen – email, SMS or a phone call. By simply providing customers with alerts notifying them the technicians are en route, cable companies can fix a major pain point for customers and up the ante on service. No longer are customers left waiting; they can now schedule the technician during the work day because they don’t have to take a half-day off work to get their cable fixed. When the customer receives a text message alerting him the technician is on his way, he can simply run home and meet the technician at the door.
Perhaps with notifications technology, cable companies can be on the road to fixing their reputation. What do you think?
