By: Steve Dick at 05:28 pm
Hello all Time Warner Cable subscribers! My name is Steve Dick (@TWCableSteve) and I am the Director of Support Operations for Time Warner Cable.
Part of my responsibility is the implementation and on-going support for our customers via social media channels. Phil Blum (@TWCablePhil) is the Manager for our social media team.
We understand how important your service is to you. We know you look forward to enjoying your favorite TV show, whether it is live or on your DVR. We know that when you are online you expect blazing speeds and we also feel your frustration when things don’t work as planned.
To complement our more traditional methods of support, we’ve launched our new Online Customer Care Team to meet customers online and take care of their problems in real-time. We’re learning a lot and learning it fast – here, we want to share with you a few things to keep in mind when soliciting online support from your cable company/ISP for speedy assistance while protecting your privacy:
We try to handle as many complaints questions online as we possibly can. Keep in mind that there are some things that just can’t be fixed via Twitter – it may be that you will need to make a call anyway, or we may have to have a local representative contact you. Our goal is always to resolve your issue on the first contact, but please bear in mind that this may not always be possible.
Remember, too, we’re new at this! If you’ve got tips or advice, or want to let us know how we’re doing or what we can do differently to best use social media to give you great care, please let us know! Again, you can reach me personally on Twitter at @TWCableSteve, or reach the Online Customer Care Team at @TWCableHelp, and if you’ve got a longer, more involved message feel free to leave it in the comments. We read them all, and we’ll either write you back or address the idea in an upcoming post.