Xfinity COVID-19 Response:
As the pandemic began, our service communications team needed to let customers know how we were responding and how it affected them—in real time, as the decisions were being made. Xfinity and Comcast needed to address, and then communicate, how we could help our customers by making sure our WiFi networks could support work and school from home, and how we could keep people connected who may have experienced financial hardship.
There were so many moving parts, and we needed to coordinate with product teams and PR simultaneously to keep messaging consistent and information available. Customers needed to understand we would do everything possible to keep them connected, informed, and even entertained.
This meant staying connected with them, too, through continual service messages.
Deliverables:
These are just a few samples that belonged to a coordinated campaigns of emails, web updates, My Account messages, text messages, push notifications, in-app and in-product messaging, TV alerts, and more.