This is really exciting stuff — I’m thrilled to announce that we’ve got a new Online Customer Care Team.
Led by Online Customer Care Manager Phil Blum (@TWCablePhil), the four-person team uses e-mail, Twitter, and other forms of social media to get customers help anytime, anywhere, and on any device. It’s just time that we did this – civil (and uncivil) society is migrating online, and we’ve got to meet our customers where they live, play, and talk.
Phil Blum (@TWCablePhil) is the team leader — his official title is Online Customer Care Manager. According to Phil, “We’ve had approximately a ten percent increase in volume each day since we went live, and we’re expecting that to pick up significantly as awareness increases. We stand ready to handle as many of our customers as would like to reach us. So far, our customers seem to enjoy the personalized service that we’re offering.”
Before launching the Online Customer Care Team, Blum spent six years managing a Time Warner Cable call center. He managed a team of Tier 1 tech support agents, and has extensive experience working with billing, tech support, and care issues.
The team is available for live, realtime care discussions from 9AM – 10:30 PM EST Monday – Friday, and from 12PM to 8:30 PM EST Saturday and Sunday. To contact the Online Customer Care Team, all one needs to do is tweet an issue to @twcablehelp or e-mail firstname.lastname@example.org. You can reach team members individually at
However, all tweets sent to the @TWCableHelp handle are seen by every member of the team.
If you have feedback for me or the team, please feel free to leave it in the comments or e-mail me directly. This is a work-in-progress, and we’re refining it based on your input.