Comcast has begun a groundbreaking partnership with Amazon by making its Xfinity Internet, TV and phone services available for purchase online. This feature, which is exclusive to Amazon users, is equipped with a dedicated landing page on the site complete with a comprehensive customer service function.
With the cable company's steady effort in improving its service over the years seen in its gigabit Internet and sports-watching offerings, the early beginnings of this high-profile deal came about when the Comcast Chief Executive Officer Brian Roberts and cable division president Neil Smit had a meeting with Amazon CEO Jeff Bezos, a successful meeting as evidenced by the partnership's latest launch.
Interested customers can now visit Amazon and go to the freshly launched section labeled Amazon Cable Store where they can browse through the various products available, from Internet-only options to Internet/TV/phone packages with the corresponding payment and installation services.
According to Comcast, the customer service for this new feature is highly comprehensive and reliable with agents specifically trained to deal with all transactions ranging from sales and billing to installation and follow-up. They also boast a "no-waiting" feature that ensures that customer calls are to be answered in 60 seconds or less. The customer representatives also work across all communication channels, such as phone, email, chat and social media.
"Amazon is not only the biggest online retailer and a place where millions of our customers shop every day, but it's also a brand that's unrivaled when it comes to customer service," says Charlie Herrin, Comcast executive VP of customer experience.
Amazon's Web Services has a Comcast case study that states, "Demand for the company's new X1 delivery platform exceeded the capacity of its on-premises data centers. By turning to AWS, Comcast is able to quickly add capacity with Amazon VPC and Direct Connect, expanding their data centers as they scale to provide interactive entertainment on demand."
Notably, the prices listed on Amazon are identical to Comcast's original prices offered through other pre-existing sales channels. In addition to the wide array of Xfinity products to choose from, the Cable Store also features several promos including Amazon Gift Cards, budget-friendly online offers and money-saving tips such as avoiding modem leasing fees.