Verizon is taking significant steps to improve its reputation for customer service by revamping its entire support system. This initiative is aimed at providing customers with easier and more personalized assistance, enhancing its offerings across customer care, digital services, and retail locations.
Central to this overhaul is the introduction of a new service called **Customer Champion**. Powered by Google Cloud’s AI and Gemini models, this service intends to resolve customer issues fully while keeping customers informed through the My Verizon app, text messages, or callbacks.
The AI tool will take over once customers initially interact with a human representative, providing updates as their cases progress. The overarching goal is to ensure that customers only need to reach out once while the company handles the rest.
In addition, Verizon announced an expansion of its customer support hours with live agents, although specifics remain vague. Currently, the call hours are 8 AM to 7 PM Monday through Saturday and 8 AM to 5 PM on Sundays.
The company is also introducing a new 24/7 live chat support that will involve AI during initial inquiries and transition to human agents for issue resolution. Furthermore, the My Verizon app is receiving an upgrade with the introduction of an AI-driven ‘Verizon Assistant’.
This feature aims to assist users in areas such as managing upgrades, adding new lines, and addressing billing queries. Verizon also boasts the largest retail post-paid fleet in the industry, having opened about 400 new stores in the US over the past two years.
Additionally, the company has launched new promotions through its loyalty platform, Verizon Access. As part of this initiative, customers can access 35,000 free prizes, including tickets to major concerts and events, as well as giveaways from popular brands.
Customers can even claim prizes at physical Verizon stores through June 30, although details on specific items remain limited.
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