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 / Nivali Chenreddy
Title: Community Lead Strategist / Community Manager
Kudos Category: Bottom Line Savings Rock Star
1. Tell us how you are implementing Khoros’ digital engagement technologies (e.g. community and/or social media management) to meet your customer engagement/experience goals. Please highlight unique programs or campaigns, technical upgrades and/or API usage to help reach these goals.
Verizon’s goal of revamping our Wireless and Home Communities into a One Verizon Community has been greatly assisted by Khoros’ Community offering. Other technologies have helped, too. For example, Khoros’ Strategic Services guidance has helped define the Gamification front, which helps Verizon know and implement the best practices from across industries. Khoros Care has been extremely helpful, as well. By deflecting support tickets and generating assistance that’s needed in managing stakeholders and unsolicited voice of customers, our teams have everything they need to succeed. Further, Verizon was able to work with Khoros technology to achieve some of the best in-class engagement and experience goals – some of which include API technology used for content support, data migrations, and integrations. By leveraging the AI functionality in the community, we’ll be able to drive better engagement as well as adoption by our customers.
2. How did the new technologies enable your business or organization to change or drive business impact?
Verizon’s business impact has been enhanced through the implementation of Khoros Communities. digital adoption, cost-saving support, increased call deflection, and better first-time resolution have all helped enrich Verizon’s organizational efforts. These benefits also materialize within the community itself – super users are keen to take full advantage of this newly enabled technology as they interact with their peers. They’re quick to provide solutions through innovative ways – like creating and sharing how-to-videos – all aimed at solving product and service usage challenges. Khoros’ Community also benefits new users, who can quickly look into various categories to find posts that can help them troubleshoot.
3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, increased agent productivity, optimizing campaigns, increasing conversion rates or CSAT, increase in digital commerce, and efficiencies gained with collaborating, publishing and reporting).
Community as a self-service platform has assisted Verizon by saving costs, deflecting calls, and enabled us to calculate how many unique visitors engage within the space. Additionally, from 1Q21 to 1Q22, we saw a QOQ increase of 28% in deflected calls and 32% in support cost savings, and an NPS increase of 3 points quarter over quarter.
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