April 25, 2016
I can live without cable, in fact I have done so for several years and have not missed it at all (except for that one time I would have kicked a puppy for the chance to binge watch Naked and Afraid…but the moment was fleeting and it passed as quickly as it came on). However, my livelihood depends on reliable Internet. And if my Internet is being less than reliable, I need to have a good idea of when help will arrive.
My dependency on reliable Internet (and dependable support for when it’s not being so reliable), made me quite interested in the recent partnership between Glympse and Time Warner Cable (TWC). Glympse is a leader in temporary, dynamic location services, and TWC, as you likely know, is a large Internet and cable provider.
The two have joined forces to make sure customers are better informed of technician arrival time when they’re awaiting an appointment. The partnership will allow customers to track in real-time on an interactive map the exact location of the service technician en route to their house. The feature will be released on the TWC TechTracker tool. TWC is piloting the new feature in Southern California and will launch it across all TWC areas by end of May.
With the enhanced TechTracker tool featuring Glympse technology, customers will receive a unique web link, valid only for their service appointment, and sent via the customer’s notification preference of text or email. Once the technician is en route, the customer will see the technician’s real-time location on a live map, the route, estimated time of arrival, and the technician’s first name, photo and identification number. The unique web link expires once the technician arrives at the appointment location.
“In today’s on-demand economy, people expect a new level of engagement from service providers, whether it’s waiting for their service technician or package delivery,” said Bryan Trussel, co-founder and CEO of Glympse in a statement. “Together with TWC, we have set the bar on what we believe customers should expect for appointments. With our robust location sharing technology, we enable companies to strengthen connections with their customers and create better experiences, on any device.”
Of course not everyone has TWC, but I see this as a promising step in the right direction. Cable companies are notorious for having poor customer service and at least one company is realizing that their customers deserve better. This move will give customers more knowledge and power over appointments. Communication is key to all relationships, and the customer/provider relationship is one where communication can often be improved across the board.
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