Editors Note: Your stories help us serve our customers better, and we love to hear from our customers! From time to time, we’ll feature stories you have shared that highlight our commitment to outstanding service.   We look forward to hearing how we may have helped make your day brighter.

Wade’s Story

I’m Wade, the son of a customer of Bright House Networks. I’ve had Internet connectivity issues for quite some time at my home. I’ve spoken to several people on the phone and had several service appointments where the only proposed fix for my situation was by replacing my modem. I was irritated last night and “tweeted” about my reoccurring connectivity issues to vent my frustration and displeasure. However, this is not why I’m contacting you.

Carlos helps brighten Wade's day

The next day I was contacted via Twitter by an employee of yours, Carlos. He was extremely helpful and persistent in helping to find a solution to my troubles as we exchanged Direct Messages for approximately an hour and a half. As our conversation came to a close, he set-up a service appointment, for the next day, and answered a few other questions about Bright House Networks, even though they were of no correlation to my current problem. I wanted to contact you to tell you how helpful he was during this process.

I believe companies need to reach out and begin using Twitter more frequently for support and other interactive activities. For problems like I’ve had, where there is no immediate fix, it’s more efficient to both the company as well as the customer by eliminating wait time on the phone. The questions Carlos asked, as well as the manner in which he asked them were much better as opposed to sitting on the phone. Instead of having to wait on the phone, be connected to a representative, and then go through what I’m sure is the standard procedure of asking if the modem lights were on, are coax and/or ethernet cables connected correctly, etc., we were able to quickly come to the conclusion that a service appointment was necessary.

By being proactive about this situation, I look at Bright House Networks in a new light, and I hope you continue to use new social media to engage us customers. Employees such as Carlos, who listen and can help in a timely manner are important.

Note: The team, including Carlos, @BrightHouseCare on Twitter is available daily from 9 a.m. to 10 p.m. ET.

Do you have a positive customer service story to share? We invite you to tell us more at brighthouse.com/shareyourstories.