Dive Brief:
- Verizon is revamping its customer service with a combination of people and AI to provide 24/7 live support and resolve issues with a single call, the company announced Tuesday.
- Every customer service call will receive a dedicated Customer Champion, an agent who will handle the issue from beginning to end. The agent will work on the issue behind the scenes while providing the customer updates through the channel of their choosing.
- The wireless carrier also updated the My Verizon app with a more personalized experience designed to increase transparency and control. The company wants to make it easier for customers to take on common tasks like managing or adding new lines and requesting billing information.
Dive Insight:
Verizon’s latest updates are another step on an ongoing journey that began two years ago, according to CEO Hans Vestberg.
One of the major steps was the creation of a dedicated customer experience organization in early 2024 and the appointment of Brian Higgins, Verizon’s first-ever chief customer experience officer, to lead it.
Putting the right people in the call center has been a central part of the wireless carrier’s CX strategy.
“In order to get the experience right from the start, you’ve got to make sure you’re picking up the call very quickly,” Higgins told CX Dive in a 2024 interview. “So getting the right staffing in place is going to be critical.”
The wireless carrier has continued working on CX as a way to reduce customer churn through, with AI playing an important role. The company has used the technology to simplify signups through its MyPlan service and connect customer service calls to the right agents. Last year, the company equipped in-store associates with an AI assistant that helps answer customer questions.
AI will continue to work alongside people in Verizon’s updated strategy. Now, customer service teams can leverage Google’s Gemini model to help them tackle complex issues.
Putting people like Customer Champions at the forefront of customer service, instead of an AI agent, gives Verizon an advantage when connecting with callers, according to the company.
“We want customers to know their issue is our issue,” a Verizon spokesperson said in an email. “They only have to call us once, and we take it from there.”
