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...