Verizon is making it easier than ever for consumers to use the company's new In-Home Agent self-help platform, thanks to a new interactive tool called an iKyp webkey.
The webkey, developed by marketing specialist firm Kyp, is a patented auto-launch technology that, when plugged into the USB port of a computer or laptop, instantly opens the In-Home Agent download page at www.verizon.com/inhomeagent and starts the download. One click on the agent completes the setup, and the application is ready for use.
The In-Home Agent self-help tool truly puts the customer in control. The application is easy, fast and effective, and it simplifies the customer experience by putting the equivalent of a support agent in the customer's home.
"We want to get as many of our customers as possible to use the self-help tool so they can take advantage of the benefits it provides," said Gary Butler, vice president of regional operations for Verizon. "The iKyp webkey helps us do that by making it very easy for customers to go directly to the download site and get the application."
Verizon's In-Home Agent is an automated tool that can eliminate the need to call an agent for help by enabling Verizon customers to perform a variety of functions with the click of a mouse. A video version for FiOS TV puts help and information tools right on the TV screen and is controlled by the TV's remote. With the agent, Verizon FiOS Internet and FiOS TV customers can check and restore their Internet service, repair their video setup, establish security for their computer's Wi-Fi connection and perform various e-mail and voice mail functions. The agent also supports some self-help functions for Verizon High Speed Internet customers.
Verizon is using iKyp webkeys as part of an initial trial to promote customer interest in the In-Home Agent. The program has already generated a 10 percent response rate - significantly higher than the direct-marketing industry average -- in the first two weeks since the iKyp webkeys were mailed to customers. Based on Kyp's experience with similar iKyp webkey campaigns, Kyp said Verizon should expect to see the response rate climb over the next three to four months.
"When we created the Verizon iKyp webkey, we wanted to build an interactive direct mail solution that empowered customers to enhance their service experiences," said Nicholas Miller, chief executive officer for Kyp. "Our unique iKyp webkey application makes it easy for a person to digest the offline information they need to get started, and seamlessly download the In-Home Agent desktop tool. By changing the way customers are engaged with information, the iKyp webkey has allowed Verizon to eclipse the response rate the Direct Marketing Association has reported as the industry's average."
The In-Home Agent is part of an ongoing effort by Verizon to give customers the opportunity to self-manage their services online, on the TV screen or on the phone, without the help of an agent. The FiOS home network is connected directly via a managed service data link to Verizon's back office systems, which allows the In-Home Agent to resolve issues using two-way communication between equipment in the home and at Verizon.
Verizon Communications Inc. (NYSE:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America's most reliable wireless network, serving more than 91 million customers nationwide. Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world. A Dow 30 company, Verizon employs a diverse workforce of approximately 222,900 and last year generated consolidated revenues of more than $107 billion. For more information, visit www.verizon.com.
Kyp is a specialist marketing company that develops unique solutions using products and services designed to physically engage consumers and promote behavior change. By appealing to a combination of senses, its patented designs, formats and technologies create intrigue - compelling people to interact with content and get a kick out of discovery. The result is an ability to enhance performance across a wide range of metrics such as response rate, conversion rate and customer spend.
Kyp's approach is grounded in consumer psychology and refined by creating custom solutions for an impressive list of leading brands including Procter & Gamble, AstraZeneca, Transport for London, American Express, Shell and Microsoft.
Launched in September 2005, Kyp is a global company based in London, New York, San Francisco, Chicago and operating in Germany, Turkey, the Middle East and China.