Comcast Cable Company is currently implementing Q-Flow solutions
throughout many of their branch locations across the United States. The program is to improve customer levels and the customer service experience. Our partners Q-nomy worked with Comcast to build a customised solution that is improving customer service, whilst maximising employee efficiency.
Comcast wanted each store to have a greeter welcoming customers and entering them into a queue; Q-Flow met this requirement by equipping each greeter with an iPad and the Q-Flow mobile solution. This solution allows the greeter to roam the floor to meet customers, entering their name and reason for visiting into the Q-Flow system. When no greeter is available, the iPad is secured to the greeter station to create a self-service kiosk.
Comcast also wanted to create an atmosphere where customers could walk around the store without being confined to a specific waiting space. Q-nomy created this fluid dynamic by installing digital signage throughout the store that displays a customer’s place in line, their attending agent, and the station they will report to. This digital signage also plays pre-set playlists and rich presentations, entertaining customers while doing away with traditional queues.
Behind the scenes, Q-Flow’s Customer Reporting and Information Centre Module provide Comcast managers with drillable and interlinked reports. These reports help optimise managerial and staffing decisions based on statistics for variables like peak-hours and wait times.
Q-Flow’s mobile solution, digital signage and back-end reporting help Comcast guarantee a stress-free and smooth visit for each customer, every time. This solution is helping Comcast to improve the levels of customer service and deliver a first rate experience for the customer.
Copyright Q-nomy Inc. 2012