Verizon today announced enhancements across customer care, digital services, and retail designed to enhance customer experience and provide more personalized support.
The company is hailing the enhancements as groundbreaking changes: “Today marks another significant step in our ongoing consumer business transformation journey that began two years ago,” said Hans Vestberg, Verizon chairman and CEO, in a prepared statement about the customer experience enhancements.
“We are setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the customer experience simpler, faster, and more rewarding. We have created unprecedented value in mobile and home connectivity, and we are now redefining what our customers can expect from us, helping build loyalty, improve retention and drive long-term shareholder value.”
The Verizon customer experience enhancements include:
- Personalized service, including a dedicated expert for complex issues: The personalized service will leverage Google Cloud’s AI, including Google’s Gemini models, providing a “customer champion” to support the technology. This solution is designed to ensure full issue resolution and keep the customer updated via their method of choice — the My Verizon app, text messages, or call backs.
- Around-the-clock live support: Verizon is improving its customer experience by expanding support call hours with live agents while launching 24/7 live chat support.
- Advanced AI: The new My Verizon app is the only telecom app designed to aid customers in maximizing efficiency and value, leveraging the AI-powered Verizon Assistant and Savings Boost, which the company says will give customers greater transparency and control.
The company added that it has now opened nearly 400 retail locations in the last year, meaning that 93% of the U.S. population is within 30 minutes of a physical location, providing them with in-person support.
Verizon is also attempting to attract and retain customers via a summer promotional campaign, offering 35,000 free prizes via Verizon Access, Verizon’s rewards platform available to all mobility and mobile broadband customers
These customer experience enhancements are an addition to the three-year price lock Verizon announced in the spring.
