Comcast is attempting a few new twists on customer service, including giving customers several options for not just requesting but actually scheduling a call back, rather than hanging on the line waiting for a service rep to pick up the phone.
As bad as Comcast’s customer service can be – and it has been revealed to have been thoroughly miserable on occasion this year – the company is trying to get better.
Comcast still wants customers to try the trouble-shooting guide first, but if that doesn’t work, the new Xfinity My Account App feature enables customers to enter their phone numbers, and select the time they want Comcast to 
call back. Call backs can be scheduled within 15 minute windows.
Comcast is also offering the option of a Twitter chat.
“You can even snap a photo of your screen and Tweet it to us, so we can see exactly what you’re seeing,” wrote Comcast SVP of customer experience Charlie Herrin.
These features are available to all customers today on the My Account app, the company said.
“But, don’t think this means we’ve stopped working to make the phone experience the best it can be. It’s the opposite. We’re working hard to make sure we are serving our customers as quickly as possible across all our channels,” Herrin continued.
