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Time Warner Cable's Twitter Care Handle Changes to @TWC_Help

Online Customer Care Team Expands Service Hours

Release Date: 05/01/2013

New York City – Time Warner Cable has announced its online customer care Twitter handle has changed to @TWC_Help. The update is part of an effort to create a more unified online presence with all Time Warner Cable Twitter handles following the “TWC” designation.

Since the launch of its Twitter handle in February 2010 with three dedicated employees, the online customer care team has quadrupled its staff. In the first week, the team helped hundreds of customers and now responds to an average of several thousand per week, resulting in a 375% increase in the number of customers assisted on average per month. Service hours have expanded to nearly 24 hours on Sunday to Thursday from 7:00 AM to 6:30 AM, Friday from 7:00 AM to 2:30 AM, and Saturday from 7:00 AM to 1:30 AM.

“Time Warner Cable’s online care team at @TWC_Help not only offers our customers an easy, simple way to receive assistance for service issues but also serve as a resource – answering questions about programming or taking suggestions and feedback,” said John Keib, Time Warner Cable’s Executive Vice President and Chief Care, Technical Operations Officer. “We provide several alternatives for customers to reach out to us whether it’s through the phone, in person at retail, social media or community forum.”

Time Warner Cable recently created the TWC Community Forum as another way for customers to connect with the company to ask questions as well as exchange ideas, tips and information among other customers. More information about the forum can be found at http://forums.timewarnercable.com.

Time Warner Cable will continue to monitor its Facebook page and former Twitter handle, @TWCableHelp, to address inquiries. All customer care outreach and response will be conducted from @TWC_Help.

For more information, visit the Untangled blog.

About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high‐speed data and voice services in the United States, connecting more than 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and, through its NaviSite subsidiary, managed and outsourced information technology solutions and cloud services. Time Warner Cable Media, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at www.timewarnercable.com, www.twcbc.com, www.navisite.com, and www.twcmedia.com.

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