All industries have pain points. For Comcast, it’s the uncertainty of when the technician will show up to fix a problem.
CE-Solutions’ Jonathan Zhang and Alex Chen saw this issue and decided to do something about it. In 2014, they launched the idea of building an app to track technicians. This was announced on ComcastVoice titled, Your Time is Valuable; We Don’t Want to Waste It.
When customers have an issue, they are assigned a technician to come to their home. They are then given an appointment in which the time frame could be many hours. So if you wanted your problem solved, some would have to take off a day of work and hope the technician will show. Comcast has been on a quest to improve the customer experience. In the past, the company has been ranked at the bottom of customer service polls.
Since then, Comcast has come a long way and improved the time frame, shortening the window to two hours or less. But it still wasn’t enough to solve the problem. Waiting for a technician still came with a shadow of uncertainty and inconvenience.
CE-Solutions’ Zhang and Chen took at stab at the issue and may have solved the problem with the Tech ETA. Similar to the set up of Uber, customers will be able to see the technician’s exact location, name, and photo. So no more surprises when you answer the door.
Kudos to Zhang and Chen for their contribution in addressing a major pain point for Comcast customers. We are excited to see where this is headed!