Customer Self-Service at Comcast
Mitchell Kramer · 2006
In this customer self-service case study report, I describe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. Overall, comcast.com does not make it easy for you to help yourself to perform customer service activities. My evaluation is that the site exceeds requirements for customer self-service in the areas of support for maintain lifecycle activities, especially for accessing and updating account information and for escalating from self-service to assisted service. The site needs improvement in all other areas, especially in content and search.