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
Title: Community Lead Strategist
Wireless Community: community.verizon.com
Home Community: forums.verizon.com
Kudos Category: Best-in-Class: Insights
1. How did you identify the customer issue? What data did you use to quantify the problem?
Verizon taps into Community, Community Analytics, and Khoros Care to identify rising issues and topics that need to be addressed, especially during rollouts of new releases and upgrades. These platforms also help focus on insights that will ensure Verizon delivers the top-notch customer experience we’re known to offer our members. Without the power to mine the metaphorical gold mine provided by these analytical insights, we’d not be able to unearth the rich data that could potentially be overlooked.
2. How did you come up with a solution and get people on board?
Listening to customers is key. By focusing on their feedback, customer input serves as a guiding light to generating actionable insights. What’s more, this provides an optimal way to garner stakeholder involvement to address pressing customer issues. For example, by using Khoros Care to set up managed views for internal SME teams, they’ve been able to stay tuned in on issues as well as signaling these problems so that internal teams can address these problems in real-time.
Here is an example of the Manage Views created for our internal teams:
Here is an example of the Monitor Wall Dashboard in Khoros Care created for our Support Agents:
3. What was the impact? How are you turning data into actionable insights?
The impact of insights results in the ability of Verizon’s internal teams to agilely identify and address issues immediately. For example, this process used to normally take months. Statistically speaking, it’s markedly increased first-time resolution by 9% and now has become an invaluable tool. Due to the continued success insights have provided Verizon, one of our future goals is to implement CX Insights. In doing so, we can divine the unstructured data through an omnichannel lens. This will build upon our efforts to continuously enhance our customer experience and to further help tackle issues right when they appear.
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