Verizon Answers Call of Online Customer Service

Geoffrey Precourt

Verizon's use of online forums as customer service and engagement tools is the focus of this report from New York Advertising Week by Warc's U.S.

Verizon Answers Call of Online Customer Service

Geoffrey Precourt

Customer engagement in the online age can be a powerful tool. When it's used against you, the ferocity of its impact can be devastating. When turned to a brand's advantage, however, it can be a powerful positive force.

It was this realization that prompted Verizon, the networks and telecommunications company, to take a look at the history of digital customer relations. From this brief but heady body of work, it decided it could "extend the breadth of online support content, increase the relevancy of our customer support, reduce the timelines offered...

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