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Verizon and many other companies have jumped on social media as more and more customers are turning to Twitter and other services when they want help. But as USA Today pointed out this week, Twitter can be part of a company's customer service program, but it's not a be-all and end-all solution.
At Verizon, we've helped a lot of customers Tweeting on @Verizon, or at our dedicated customer service support handles, @VerizonSupport for telecom issues and @VZWSupport for wireless issues.
But that's only the beginning of what's available online to help Verizon customers.
Customers needing help with many services can simply use Verizon's customer support site to chat online with a Verizon rep anytime, and more than 150 agents staff our E-Care center in Florida that handles chat and email inquiries.
Our In-Home Agent is helping FiOS customers solve issues without calling customer support. We introduced In Home Agent in August and we recently announced our first upgrade to the service that has been downloaded by more than 700,000 customers and growing. We're working on a similar service for High Speed Internet customers.
The Verizon Community Forums site has become a popular place for customers to get advice from fellow customers who are technical experts. Also on the Forums, customers can reach "Frank," our online customer service avatar.
The feedback we have received from customers shows that they expect and appreciate the social media tools we have today, and we're always thinking about what more we could offer to make it easy to troubleshoot FiOS or High Speed Internet service, get help, sign up for paperless billing or add and change services. Give us your ideas by commenting here.
Of course, customers can always call us at 1-800-VERIZON (800-837-4966).
Please note: Please register as a member of the Verizon Community Forums to comment here.
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Bill Kula
Director -- Media Relations
Bill oversees the Verizon telecom customer experience, consumer bundles, DSL, e-commerce and small business. He helps customers learn about efficient ways to manage their Verizon services.
Maitreyi Krishnaswamy
Director - Product Management
Maitreyi is responsible for Verizon's entertainment products. Check out @VerizonFiOS on Twitter, for insight, thoughts & news about FiOS TV.
Alberto Canal
Alberto is in the public relations group. He loves to share tech, sustainability, feel-good, and random news of interest. A happy FiOS quad play customer, he likes to use his family as guinea pigs.
Deidre Hart
Manager -- Media Relations
Deidre is a member of the consumer PR team and loves to talk everything FiOS and everything football. She’s also a happy Triple Play customer.
Phil Santoro
Phil has been extolling the virtues of FiOS ever since he had his Triple Play installed and can’t image how he ever managed without it. He writes about developing technologies that enable him to fuel his addiction to movies and sports whenever he wants, no matter where he is.
Caroline Wilson
Caroline manages the Verizon FiOS Google+ page, capturing the latest in entertainment, technology, sports and everything in between. She loves using social media and the written word to extend the FiOS conversation.
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