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| Verizon wins best support site |
Customer Respect (www.customerrespect.com) released their independent survey comparing the performance of websites across the Telecom industry in the USA. Multiple parts of the sites were evaluated and Verizon won the award for best support site, with a particular mention of their Virtual Assistant Frank that was installed in August 2008 and currently supports FIOS and High Speed Internet, with Voice services going live in March. The survey sights the importance of providing multiple ways for users to access information and the benefits of Virtual Assistants, which are a great way for users to get immediate answers to complex questions without contacting a call center. The Verizon Virtual Assistant has been closely integrated with the call center infrastructure, allowing conversations to be seamlessly escalated if required.
Download the full report here. |
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