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Customer Portal improves support case management
Customers worldwide can now discover that online management of support cases is easier than ever with improvements focused on keeping customers informed about case progress. Furthermore, we will be making changes to “Contact Us” within Reveal to encourage customers to use this functionality.

New enhancements and functionality include: 

  • Color coded case status makes it easier for customers to review status for cases at a glance
  • “Awaiting your reply” status highlights case progress and customer next steps
  • “Subject” column with search capabilities enables customers to quickly find cases based on the subject of the case
  • “Updated” column & in-case activity thread provides additional methods to track case progress
  • Enhanced basic user access: Admins no longer need to grant access for basic users to see support cases (for existing customers only)
Benefits
We receive around 10,000 customer calls every month regarding support case status updates. These Digital Support enhancements aim to reduce the number of inquiries while increasing customer satisfaction by:
  • Providing customers with visibility and communication regarding support case status and updates
  • Providing an intuitive user interface for tracking support cases & requesting case closure
Talk track for Support teams
When a customer calls for updates, we should promote the new self-serve options while we assist with the update being requested.
Tier 1 / 2 Support - to be disclosed with customers who inquire regarding a support case update:
Did you know, there are now more ways to manage your support cases online? You can check case statuses and request to close your cases within the Customer Portal.
More to come
At the beginning of 2024, additional changes will be implemented to drive greater adoption and value to our customers.

  • Customer Requested Case Closure allows a customer to submit a request to close a case through the portal. Assigned agent will receive an email notification of the new case status. 
  • IVR system enhancements to encourage customers to check case status themselves
  • In EMEA and APAC, improved e-mail notifications when customers create a case in the Customer Portal, or when a case is closed or assigned.
Resources
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: Global
  • On these teams: Product/R&D (Global), VZC Exec Leadership, GCS, Sales, Sales Ops, L&D/Employee Training, Solutions Architect, PMO, Distribution/Partnership Ops, Marketing

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