Time Warner Cable is one of the largest providers of video, high-speed data and phone services in the United States with over 15 million residential customers. In April 2012, TWC rolled out Lithium Social Web to their Social Customer Care team to engage with their customers who were using social channels to seek help and support.
TWC has been named one of the top 10 most socially devoted brand in the US by AdWeek, based on their response rate and response times to consumer posts on Facebook.
Check out the case study to learn more about how TWC improved social agent productivity by 57% and improved social response by 30%.
Denise Jack is Lithium's Director of Customer Programs and is primarily responsible for showcasing Lithium customers’ success in social customer experience. She has more than 12 years of experience in customer marketing, technical sales and management consulting. Denise is a regular blogger for Lithium and in the Lithosphere you'll see her as DeniseJ. You can follow her on Twitter at @lithiumtech or @denisejack.