Implementation Strategy

Executives wanted to implement the solution as soon as possible to start decreasing operational costs. We devised a four-stage process so they could quickly start seeing results.

Phase 1: Implement new tools on the existing support portal as the Verizon Troubleshooter

Phase 2: Personalize the support portal and rebrand the new tools as Quick Guides

Phase 3: Create support apps so customers can use their smartphones and tablets to quickly fix problems using their cellular data when they could not access FiOS internet

Phase 4: Integrate personalization throughout multiple support portals. For example, if a customer searched for “HBO not working” and called customer support the auto-attendant would guide them through the process of fixing the problem before they reached a customer service representative.

Application Prototyping

The call data we collected determined the tools that were developed. We utilized focus group testing with current Verizon customers to fix usability issues prior to full development. This ensured that Verizon would not have to spend additional money on web development costs after the tools were implemented on the support portal.

Resolving Problems

One of the largest problems we faced with implementation was that many Verizon customers did not know their credentials to login on Verizon.com. Due to heavy regulations on privacy regarding copper telephone products, customers were used to requesting their password and waiting until they received a physical letter in the mail to confirm their identity. This meant that many customers did not wait to go through the process of authenticating themselves.

Verizon FiOS technology can detect which household is accessing the support portal without a user authenticating themselves, because FiOS is an end-to-end product. By working with legal and development teams, we devised certain personalization efforts without requiring credentials. We also developed additional ways for users to authenticate, which allowed us to successfully deliver the cost savings that were expected.

Results

  • Reduced the online ticket creation abandon rate from 89% to 31%

  • Increased self-service transactions by 141%

  • Saved $6.7M+ in support costs by implementing self-service web & mobile applications in the first year

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