2022 Customer Awards: Verizon Communications, Inc. - Best-in-Class: Community

2022 Customer Awards: Verizon Communications, Inc. - Best-in-Class: Community

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Company: Verizon Communications, Inc.

Company background: Verizon Communications Inc. is one of the world’s leading providers of technology and communications services. Headquartered in New York City and with a presence around the world. The company offers voice, data and video services and solutions on its award-winning networks and platforms, delivering on customers’ demand for mobility, reliable network connectivity, security and control. Verizon was the first company in the world to launch commercial 5G for mobility, fixed wireless and mobile edge computing. The company's operating structure focuses on two customer-facing areas: Consumer and Business. Citizen Verizon is the company’s responsible business plan for economic, environmental and social advancement. We create the networks that move the world forward.

Contact: Nilsa Fragoso / Ed Chao

Title: Community Lead Strategist / Community Manager

Related URLs: 

Wireless Community:  community.verizon.com

Home Community: forums.verizon.com

Kudos Category: Best-in-Class: Community

1. Describe the organization's objectives in launching a community. What is the use-case and purpose of your community? Do you use your community for support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.? Has the community charter evolved in any way since launch?

Verizon is all about connection. Through our passion for innovative communications and technology solutions, it’s clear to see how our dedication to this mission connects with our Verizon community. As a space where users can reach out for help and find answers from their peers, our community is rooted primarily in support. It should be noted that sales opportunities do exist – and we’re in an ongoing process of improving the experience of using our community to expand on this effort. In this regard, Verizon's community as a whole is undergoing a redesign. This will be a completely new experience for users to enjoy. The goal is to take the two separate communities – one for Fios and the other for Wireless – and to combine them to allow a single login so that customers can access both instances simultaneously. Here is a sneak peak at the newly designed one VZ Community launching in early 3Q22: 

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2. Tell us about how you are using your community and how you made it happen. Did you get executive/business/stakeholder buy-in? What was your process to gain this buy-in? How have you achieved cross functional support, added stake-holders and increased organizational adoption?

Verizon has partnered with Khoros to showcase how Community can improve customer self-service alongside a whole other slew of benefits. In light of this, senior leadership at Verizon recognized this as an opportunity to further improve the overall Verizon experience to users in tandem with growing their online presence. Thanks to these efforts, pertinent teams and other internal stakeholders are likely to buy-in. This is because questions that Verizon’s user community answers generate less pipeline to customer service, thereby reducing overall expenses.

3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. 

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