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From the 8th Annual Shorty Awards

Comcast Redesigns Customer Help & Support Community

Finalist in Online Community


Comcast's Community has 4 key goals. They are:

  • Minimize customer effort required to find answers within Comcast's Help & Support Community
  • Simplify our Community's design while bringing search front and center
  • Increase Solution Views (questions with an approved solution), allowing more customers to find answers quickly and without a Customer Service contact
  • Deploy wide internal support for the Community
  • Strategy and Execution

    Per Synthetic: "90% of Customers will always check a website first before emailing or calling a company"

    Comcast remains focused on making our customers' experience with us our best product. Over 2mm customers use our Help & Support Community each month to find answers, ask questions and share information with other customers. In 2015 we completely redesigned our Community - focusing on a simplified design, improved navigation, and enhanced Search functionality. Our redesign was well received by our customers and also picked up by CNN and other major news sources, blogs, and shared by many social media influencers.

    A key feature we highlighted for our users was Accepted Solutions (questions with an approved solution). In the new layout we added an enhanced visual treatment to highlight these solutions and previous topics that had approved solutions. The simplified design and improved visual cues drove increased awareness around our Community and the 10k+ solutions to many customer questions.

    In addition to a complete redesign of our Community, we also built a dedicated internal team focused on our Community. This team is focused on strategy, better engagement with customers in the Community, design/navigation improvements, and expanding relationships with product owners inside the organization to highlight developing trends and share unfiltered feedback from our customers, in their own words, on our products and services directly from the Community.

    Our efforts to improve our Community continue today. In early January we launched a fully responsive design to improve the Community experience for customers who choose to access our site from a mobile or tablet device (now 30%+ of our traffic). We're excited to meet customers where they want to engage with us and over 20mm people per year visit the Comcast Help & Support Community.


    Key results include:

  • Over 20mm Unique Visitors to our Help & Support Community in 2015
  • Increased our Solution Views to over 8.2mm for 2015 (a 13% increase).
  • Designed and launched a new Help & Support Community from the ground up, with a simplified design centered on Search as the primary focal point
  • Built a dedicated internal team focused on improving the customer experience in the Community. With the addition of a dedicated developer we have shortened the time to push changes to hours vs. days or weeks
  • Launched a fully responsive design to improve the Community experience for customers using smart phones and tablets
  • Media

    Entrant Company / Organization Name

    Comcast Digital Care Team

    Entry Credits