eMarketing Meets Social

Sometime early yesterday evening (November 28), Comcast’s internet service went out all over New England. Though it was a bit of a pain-in-the-behind for users across these states, the story doesn’t just end with irritated Comcast customers and a several hour outage like you would expect!

Instead, at around 8pm users started getting on their cell phones and checking things out on their Twitter accounts – or complaining about it! Reports of the outage were found on Twitter (by hundreds of users), and even while the Comcast Official website said nothing about the issues, the @ComcastCares Twitter team started helping users with solutions and answering questions about the outage and how to fix it.

Users with similar issues (and perhaps no Twitter account) – who got online via smartphone then looked to Google for answers and could see published Tweets with the words “Comcast Internet” in them, which helped them to locate the problem, and in many cases even find the solution within the Tweets they were reading!

Talk about some social troubleshooting!

To read some of the Tweets from the incident, check out the Google log here.