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filler@godaddy.com
Sample Case: My Activity
Situation
- Customers have access to some information regarding their interactions with Verizon, but some information is not available, difficult to find, or inconsistent with the data that agents can access.
Problem
- Customers must piece their history together using fragmented and incomplete information.
- Extended conversations and heightened frustration between customers and the agents working to understand and resolve issues
Solution
- Determine the key features that are must have and the ones that are optional or good to have.
- Central location where customers can see all activities, interactions and communications with Verizon.
- Additionally create a workforce facing page that will have access to the same information which will enable more intelligent conversations and allow for shorter handling/transaction time.