Elyse Betters Picaro / ZDNET
Dealing with customer support at any company often feels like an exercise in frustration and futility. You often have to contact the company multiple times or talk to a host of different representatives to get the problem fixed. Now Verizon is looking to improve the support experience by using both people and AI.
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On Tuesday, the carrier revealed several changes to its support process, all designed with one goal in mind. Customers only need to contact Verizon support once, and the company will make sure the problem is resolved from there.
1. AI assistant
An AI assistant will handle most common, simple support calls. If you just want to renew your service, activate a PIN, or troubleshoot a device, you can turn to the AI 24/7 instead of waiting on hold for a support rep. Of course, working with AI can be annoying if it’s unable to understand your issue. That leads us to the next change.
2. Customer champion
For more complex problems, a dedicated “Customer Champion” will take ownership as part of a personalized type of support. With AI-powered help from Google Gemini, that champion will update you on the status of your problem through the method of your choice–callbacks, text messages, or updates in the My Verizon app. The aim is to keep you in the loop until the problem is fully resolved.
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Under a new “ValU” training program, Verizon’s champions will specialize in one product or brand instead of struggling to learn them all. Assigned to specific types of support issues, they should then have the necessary expertise to diagnose and resolve the problem more effectively.
3. 24/7 live customer support
Next, Verizon is introducing 24/7 live customer support. Live agents will be available at any time of day or night to speak or chat with you about your issue.
Your local Verizon store will be another source for support. Over the past two years, the company has opened almost 400 new retail stores throughout the U.S. With 93% of the population now within 30 minutes of a Verizon store, the carrier wants customers to have quick and convenient access to in-person support.
Lance Whitney/ZDNET
4. Improved My Verizon app
Further, the My Verizon app has been enhanced in an effort to provide anything you might need. Available for Android and iOS, the app lets you sign up to become a Verizon customer, manage phone upgrades, add new lines, check your mobile usage, view and pay your bill, and find a nearby store.
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With AI-powered assistance, you can also check out any savings on your bill, take advantage of various perks, and pounce on new offers and promotions. Further, the app provides troubleshooting tips for different problems and direct ways to contact customer support.
Many mobile customers get confused trying to choose which phone to buy or which plan to purchase.
With that in mind, Verizon is rolling out a beta version of a new AI shopping assistant on its Total Wireless desktop website. Designed to engage you in a conversation, this “ShopBot” will try to guide you through the process of picking a new phone, selecting the right plan, and then completing the purchase.
5. Email Verizon Consumer’s CEO
What if you still run into support difficulties?
Well, you know that option where you feel like contacting the president or CEO of the company? That’s just what Verizon is doing. Sowmyanarayan Sampath, CEO of Verizon Consumer, is inviting any customer whose experience falls short to email him at s.sampath@verizon.com. Let’s hope he has a way to manage his email as that’s likely to be one crowded inbox.
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