RealTime Assist keeps customers updated on their Xfinity services
through timely and personalized messages delivered wherever they are
PHILADELPHIA–(BUSINESS WIRE)–As part of the Comcast (Nasdaq: CMCSA) commitment to customer service
and customer experience, the company today announced the launch of
RealTime Assist, a proactive and personalized service messaging platform
designed to save customers time and simplify their experience. RealTime
Assist provides timely service information to Xfinity customers directly
to their mobile phone, their My Account app, or to their X1 screen.
Since its launch, RealTime Assist has messaged over 4.5 million
With RealTime Assist, customers now receive timely messages for
technician appointments, equipment updates, self-install kits, network
upgrades, and planned outages. Some messages include short “how-to”
videos or next best steps to help customers prepare for equipment
installations. These updates are delivered in the customer’s preferred
channel, to their mobile phone via SMS, to their My Account app, or
right to their X1 screen.
“The launch of RealTime Assist will help us fit into our customers’
lives by providing customers the right information at the right time.
Customers have told us they don’t want to call us to confirm their
appointment or have to ask when their new equipment will arrive, and now
they don’t need to,” said Piers Lingle, Senior Vice President, Customer
Experience Solutions. “We are committed to creating personalized
solutions that make our customers’ lives easier, and RealTime Assist
does just that.”
Since 2015, Comcast has invested in technology, tools, and training to
ensure the customer experience is at the center of all product and
service innovation. As part of this company-wide effort, Comcast is
creating digital tools such as RealTime Assist, and My Account, which
over 16 million customers use to manage their account.
Comcast Corporation (Nasdaq: CMCSA) is a global media and technology
company with two primary businesses, Comcast Cable and NBCUniversal.
Comcast Cable is one of the nation’s largest video, high-speed internet,
and phone providers to residential customers under the XFINITY brand,
and also provides these services to businesses. It also provides
wireless and security and automation services to residential customers
under the XFINITY brand. NBCUniversal operates news, entertainment and
sports cable networks, the NBC and Telemundo broadcast networks,
television production operations, television station groups, Universal
Pictures and Universal Parks and Resorts. Visit www.comcastcorporation.com for