Convergys Corp. and Time Warner Cable have expanded and extended their existing e-Care contract. The extension means the two companies will continue to address the growing demand for a seamless, multi-channel customer experience.
In a recent survey, Convergys proprietary research found that self-care customer service options quickly are gaining in popularity, with 25 percent of customers now preferring to use the Internet to initially contact a company. Partnering with Convergys, Time Warner Cable offers e-Care alternative customer contact channels that include both e-mail and online chat in both English and Spanish. Through these channels, customers can receive account information and support, digital phone technical support, and answers to queries about billing, browsing, connectivity, and e-mail issues.
