Comcast app lets customers track service techs in real time

The app, being tested in Boston, is expected to roll out next year

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Credit: Comcast

Comcast today unveiled a mobile app that allows their service techs to be tracked by cable customers in real time.

The new service tech mobile tracking feature, which will be available for free through Comcast's MyAccount app, is being beta tested with customers around Boston this week, the company said.

If the trials are successful, Comcast plans to make the service generally available next year.

"You have things to do. Waiting for us to show up shouldn't be one of them," Charlie Herrin, Comcast's senior vice president of Customer Experience, wrote in a blog post. "That's why we've narrowed our service windows to two hours or less. Even with that progress, it isn't good enough. You should know when we are arriving."

After a Comcast customer schedules a service appointment, the app alerts the cable user when the technician is about 30 minutes away. At that point, a third party GPS tracking company that is integrated with the technician’s corporate phone begins to track them in real time.

"[Customers] can check the app from the office, or wherever they are, and head home when they see we're on our way. If we are running late, which can happen if our tech gets tied up at someone else's house, we will let folks know that too, and provide real-time status updates so they can plan accordingly," Herron said.

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