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CUSTOMER RELATIONSHIP MANAGEMENT NEWS. UPDATED 4 MINUTES AGO.
You are here: Home / Contact Centers / Amazon, Comcast Partner on Services
Amazon Launches Comcast Cable TV, Internet Services Store
Amazon Launches Comcast Cable TV, Internet Services Store
By Jef Cozza / CRM Daily Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
MARCH
22
2016

You really can find anything you want on Amazon these days, including Internet and cable TV services. The online retailer has a new “Cable Store,” through which customer can sign up for Comcast Xfinity, Internet, and home telephone services. The online marketplace will also give users access to a dedicated customer service team.

"Amazon is not only the biggest online retailer and a place where millions of our customers shop every day, but it’s also a brand that’s unrivaled when it comes to customer service," said Charlie Herrin, executive vice president of customer experience for Comcast Cable, in a statement.

Not the Best Customer Service Record

The ability to sign up for Comcast services through Amazon, rather than the cable and Internet provider’s own Web page doesn’t seem like much of an improvement for potential Comcast customers. However, the company said the retailer has already streamlined the registration process. That appears to be good for Comcast, which is less likely to see woud-be customers give up during an overly complicated sign up process.

And while having to click fewer buttons is certainly nice for anyone trying sign up for Xfinity, the real advantage might be the dedicated customer support team. Amazon is famous for its customer service, while Comcast is equally well known for its phone reps who refuse to allow anyone out of their service contracts, often angering customers.

Comcast seemed to at least indirectly acknowledge its bad reputation among consumers in its announcement, saying that the agreement with Amazon represented one aspect of a multi-year effort to “transform the customer experience.”

But that customer support team will still consist of Comcast, not Amazon employees, begging the question, "how much of an improvement in service can customers really expect."

Credits and Gift Cards

Nevertheless, the cable company is emphasizing the new customer service team as a major benefit to consumers. “Xfinity purchases made on Amazon are supported by a dedicated team of highly trained Comcast customer service agents who are based in Comcast’s new, state-of-the-art call centers in Spokane, Washington, and Tucson, Arizona,” the company said in the statement.

“These agents have been specifically trained to handle all customer service interactions from sales and billing to installation and follow-up. They will work across all communications channels including phone, e-mail, chat, and social media,” according to Comcast. Amazon also indicated on its site that it had worked with the cable company to improve its customer service.

The prices for Xfinity listed on Amazon will be the same as those on Comcast’s Web site, although Amazon is reportedly taking an undisclosed percentage of the revenues generated by sales on its site.

The e-commerce giant is also adding a few other benefits to customers who sign up through its site, including a $20 credit anytime Xfinity technicians don't show up on time, free Amazon gift cards when they purchase cable bundles, and the option to use their own modems to avoid leasing fees.

Although Xfinity is currently the only provider listed on the store, it appears that Amazon has designed it with an eye to adding additional partners. If that’s the case, Amazon could become the preferred portal for consumers looking for new cable service.

Image Credit: Comcast.

Tell Us What You Think
Comment:

Name:

Beth:
Posted: 2016-04-02 @ 5:17am PT
I think Amazon is one of the best customer service companies I have ever used. I have been a customer for at least 15 years. It is the Nordstroms of internet. But just like parents hiring nannies they cannot ensure their children's behavior. The fact that Comcast cannot figure out common sense behavior is a lost cause and I am a happy cable cutter. If Amazon pulls it off, I will be first in line.

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