Verizon needed a seamless device activation experience that empowered and engaged their customers. So we asked ourselves, how might we offer a white glove experience to a customer we never meet?
Create a seamless activation experience that does not require any additional phone calls. Make it as “fast” and “easy” as possible. Create a premium experience so that people can justify the high price point.
The current experience to activate a phone was long and tedious. It required several steps and phones calls in order to activate a device. When speaking with users they noted they just need it to be “fast” an “easy”.
Users desired a shorter time-to-completion process.
Reduce Calls to Support
The business was spending millions on customer support calls averaging over 1.6 Million per year.
Over 20% of Prepaid phones are returned.
We developed a conversational guided experience that would ease users into the process of providing their information. This approach kept things organized while maintaining an element of humanity in our tone of voice and experience.
Time Saved: The overall process was reduced by 33% from previous executions, lowering completion time by 10 min on avg.
Happier Customers: Improved customer sentiment and NPS score by 18 points and lowered return rated by 5%.
Reduced Support Calls: Reduced support call by 17.9% and Increased “My Verizon App” adoption by 8.79%. This lead to millions in savings.