The Comcast Digital Care team wanted to highlight the power of social and, more importantly, give full visibility to their organization on what customers were saying on social. Already armed with a Lithium-powered Community and Lithium Social Web (LSW), they advanced their digital platform one step further by trialing LSW’s Monitor Wall to offer the organization increased visibility into real-time, actionable customer data.
The results of the Monitor Wall trial were impressive. With more than 100k posts coming through the Monitor Wall on a monthly basis, Comcast was able to identify and resolve over 50 customer-impacting events, all a result of the Monitor Wall. The impact internally was clearly a success with 30 SVPs/VPs actively using the Monitor Wall at Comcast.