April 11, 2013

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We’re Changing Our Twitter Care Handles

Here’s a heads-up: if you have worked with our Online Care Team on Twitter — and you should, they’re swift, efficient, and magnificent — we are changing their Twitter handle. This is part of a larger effort that’s designed to create a more unified online presence by making sure that all TWC handles use the same naming convention online. But customers are likely to notice this change the most.

Starting today, we are going to migrating from @TWCableHelp to @TWC_Help. We’ll be keeping all the same followers and sub-handles, but no longer using @TWCablehelp to do online customer service.

We’ll continue monitoring that handle for the next several months to ease into this transition and eventually sunset the handle by the end of summer. We don’t expect this to happen overnight. But we’ll be handling all care outreach/response from @TWC_Help, just to build recognition of the new handle.

If you’re not familiar with our Online Care Team, here are a few facts:

1) They started out in February 2011 with three care agents. Now they’ve grown to twelve, and one of the original three became the team supervisor last summer.

2) They’re currently nearly 24/7 – staffed 7AM-6:30AM EST from Sunday-Thursday, closing up at 1:30 AM on Fridays and Saturdays.

3) Their first week on the job, they helped a few hundred people – but now talk to about 2,000 per week, depending on the week.

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If you are having trouble or need assistance with your phone, cable, or broadband service, please contact our Online Care Team at twcable.help@twcable.com, or at @twcablehelp on Twitter.