Comcast (NASDAQ:CMCSA) has launched RealTime Assist, a proactive and personalized service messaging platform intended to save customers time and simplify their experience. RealTime Assist is designed to provide 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 more than 4.5 million customers.
The platform sends 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.
"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."