Five years ago, social customer service was barely a blip on anyone’s radar. Only 10% of organizations where using social channels for customer service. This small pool included risk-takers with a tolerance for potential failure – companies like Comcast.
When Comcast established @ComcastCares in March 2008, it was (for lack of a better term) a pretty damn big deal. The global media and tech company was using Twitter to provide customer service at a time when many other brands didn’t even know the meaning of a tweet. Comcast was widely celebrated for the company’s innovative use of social media. And they deserved it.