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 / Dan Wilets
Title: Community Lead Strategist / Community Manager
Wireless Community: community.verizon.com
Home Community: forums.verizon.com
Kudos Category: Partners for Life
1. Describe your partnership with Khoros. Tell us about which Khoros teams you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes you were hoping to drive.
Our two Communities – Home and Wireless are matured communities supported on the Khoros platform since 2008. Later this year, we’ll combine these two groups together. Overall, we partner primarily with the Professional Service, Customer Success, and Strategic Services teams in a variety of ways. The Professional Services team helps us bring new features and improvements to our Communities. Customer Success helps ensure that everything is running smoothly. Strategic Services assists in driving our strategy which enhances both our Community performance and our overall customer experience. Additionally, with other professionals within Khoros (the awesome Moderation and Admin Team, as well as our Technical Account Manager) to assist with everyday community oversight.
2. How have your Khoros partners helped you shape your strategy and align your people and processes?
Invaluable would be the word to describe our partnership with Khoros, especially as it relates to developing our Community strategy. Khoros’ Community strategist has served as a wonderful guide – both for our overarching strategy and for assistance on an ad-hoc basis when tackling smaller projects. We’re also working together to develop a program for AI Accepted Solutions. The goal here is to increase our solutions rate and provide even more supportive content to our customers. Our Solutions Views is what drives 90% of our organic traffic. These solutions are also fed from Community via an API to our .com Support site to offer user generated content as well as unsolicited voice of the customer feedback to all customers.
Here are two examples of organic search results:
3. What successes have you experienced because of your partnership with Khoros? How are you better able to deliver your strategic priorities and deliver value back to your business?
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