Verizon Builds Online Community for Buyers
The
Verizon Community Forums encourage consumers to submit questions, share
advice, and get answers about Verizon's portfolio of broadband,
entertainment, and communication services. For this, Verizon
collaborated with Lithium Technologies, an online community solution
provider.
On the
forums, customers can interact with each other, ask questions, get
problems solved, and learn more about the company's products and
services. Answers posted on the forums most often come from the
community's highly active members, referred to as "super users," an
important subset of customers critical to the success of any online
community, says Verizon.
According to Mark Studness, director of e-commerce at Verizon, the
Community Forums have been well-received since rolling out last July.
"The
Community Forums have spurred interaction among customers because people
today expect to be able to find answers to their technical questions
online," said Studness. "The feedback we've already received shows that
our customers value the personalized peer-to-peer advice and feedback
they receive from fellow users."
Verizon
is also using these forums to get ideas to improve product offerings.
For example, a recent post from a consumer about the bright display from
a FiOS TV set-top box led the company to accelerate the delivery of a
light-dimming feature in set-top box software upgrades provided to FiOS
TV customers, informs Verizon.
The
Verizon Community Forums cover the full spectrum of the company's
residential and small-business products and services, including FiOS TV,
FiOS Internet, digital-subscriber-line-based high-speed Internet
service, and residential phone service.
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