Providing service through virtual contact
Verizon introduces tool for technicians to serve customers virtually while maintaining social distancing recommendations
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BASKING RIDGE, NJ – Verizon has deployed a new tool to serve residential and small business customers who need repairs for their wireline voice, data or video services. This new tool is a virtual assistant, video chat app, and self-service portal that enables technicians to assist customers without entering residences or premises. Thousands of technicians are using the tool and have resolved 90% of repair requests when the tool has been used.
“We know how critical communication is, especially now as more and more people are working from home, engaging in distance learning and moving their family and friend interactions online,” said Kevin Service, Senior Vice President of Operations for Verizon. “This new tool gives us the ability to provide the excellent service our customers deserve while minimizing the need for in-person interaction in these unprecedented times.”
How it works:
Verizon technicians dispatched in response to customer repair requests will continue to do outside repairs that may be needed. For inside repairs, customers can use the virtual assistant tool, which serves as a stand-in for the technician’s physical presence and is extremely easy to use. A Verizon technician outside the residence or premise sends the customer a text with a link which starts a video chat. The customer can share images of his or her indoor equipment so the technician can help diagnose the problem from outside of the customer’s location. The customer can video chat with the technician who, in real time, can draw on the picture of the customer’s equipment so that the customer can follow the technician’s instructions on how to perform the repair.
“We have moved very quickly to adjust to these new temporary realities,” said Service. “Customers have been very pleased with the virtual technician tool. Born of necessity, like many things, this virtual assistant is another tool in our toolbox to better serve our customers.”