Nilsa_VZ
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2022 Customer Awards: Verizon Communications, Inc. - Partners for Life
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 Related URLs: 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?2022 Customer Awards: Verizon Communications, Inc. - Bottom Line Savings Rock Star
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 Related URLs: Wireless: community.verizon.com Home: forums.verizon.com 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.2022 Customer Awards: Verizon Communications, Inc. - Best-in-Class: Insights
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 Related URLs: 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.2022 Customer Awards: Verizon Communications, Inc. - Best-in-Class: Community
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: 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.
