USA Today

Social media like Twitter change customer service

Social media like Twitter change customer service

Frank Eliason, director of digital care at Comcast, says Comcast uses Twitter, Facebook, YouTube, blogs and help forums to help customers.

Frank Eliason, director of digital care at Comcast, says Comcast uses Twitter, Facebook, YouTube, blogs and help forums to help customers.

By Jon Swartz, USA TODAY SAN FRANCISCO — When Wes Harper's high-definition cable service went on the fritz a few months ago, he hopped on Twitter and tried to reach Comcast's customer service reps.