Frank Eliason is a legend for pioneering @ComcastCares and being the guy who would hunt down Comcast customers who were complaining online and try to solve their problems. So why is the guy who helped invent large-scale social media customer service writing a post titled, “Social Media Customer Service is a Failure”? Well, Frank says that most companies are just slapping a new Twitter account on old broken systems, and are more interested in using social media to get customers to shut up.
Ever wonder what it’s like to be Comcast’s resident Twitter wizard, Frank Eliason, for a day? BusinessWeek did, so they sent a reporter to watch Frank, described as a “maverick,” spend a day responding to scorned customers.
Stephanie’s internet is back after she used the contact info from our post “Comcast Trawling Blogs And Twitter For Customer Complaints” to email Comcast’s problem solver, Frank Eliason. Stephanie writes, “Within an hour of my email to Frank he responded, saying that he forwarded my problem to Scott the local guy…they had a tech at my house within an hour.” Score!