‌	Internal Only March 7, 2024

Use of chat improves response times in the US & Canada

Within the Contact Us page in the US and Canada, Chat is replacing the ability to Email support, to open a case on the Contact Us page. Customer will now see: An option to chat A link to access their support cases Customers can now check status themselves, instead of submitting the case a second time This will help resolve customer inquiries in real-time, by: Enabling immediate resolution: for certain inquiries; and  Reducing unnecessary callbacks: by gathering additional details upon case opening Reducing duplicate cases: by reducing the intake of cases into one route

Live Chat and self service take the spotlight

Did you know?  80% of email to case are generated directly from the “Contact Us” page 30% of overall cases end up being duplicates In 2023 we spent 25,000 hours managing duplicate cases!   Improvements such as removing duplicate cases and steering customers to self support is the first part of our Digital Support plan for 2024. We will continue to improve the customer experience throughout 2024 by: Removing Email to Case fields for EMEA and APAC: Improves case response times and reduces duplicate cases Updates to Marketing content: Ensures customer awareness of improvements to Self Service, and encourages them to use the new features Enhancements to Live Chat: Continues to build on Digital Support initiatives started in 2023

MX, EMEA, and APAC customers should call for Support

Mexico, Europe and Asia Pacific customers will now see calling as their first option for support.  Email to case instructions have been moved to the bottom of the support options Support hours have been updated to reflect current operating conditions

But that's not all!

We want to make 2024 a banner year for support improvements! Outside of case work we will continue to refine our customer support model by adding the following great enhancements in 2024: Enabling self management: For customers making changes to invoice recipients Redesigning the IVR directory: Changes to caller’s flow improves the support experience

Resources

Knowledge Base: Verizon Connect Customer Portal Help Center: Customer Portal overview Support Cases

This content is for Verizon Connect employees. Internal only. Do not distribute. This message was sent on behalf of the Product Team to the following people that support: Platform: Reveal In this country: US, CA, MX, UK, IE, NL/BE, DE/AT, FR, IT, PT, PL, AU, NZ On these teams: GCS-Cust Ed/Deployment/Ops/Success/Support/Vndr Mgr, L&D, Marketing, Product/R&D (Global), SAs, VZC Exec Leadership

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