‘Short Cut’ To Live Representative Revealed, But Most Opt For Self-Service

Media Contact Info

Tom Pica
Thomas.Pica@VerizonWireless.com
908-306-4385

04/05/2006

BEDMINSTER, NJ and LAS VEGAS — It’s getting easier for Verizon Wireless customers to reach a representative, but most customers – more than 7 out of 10 – prefer to use self-service options.

A customer can reach a live customer service representative by short-cutting the introductory menu when they call Verizon Wireless customer service (at *611 from a Verizon Wireless phone or calling 1-800-922-0204 from any other phone) by entering “0, 0” or “0, 4”. Yet, more than 70 percent of customers choose automated services to get account balance, payment or minutes remaining information, or to find the closest Verizon Wireless Communications Store. A new call-in menu has cut by more than one-third – to 22 seconds or less – the introduction to automated account information as part of an ongoing upgrade of company systems customers can access by phone.

“Our customers told us that they want quicker access to account information, and we listen,” said Marquett Smith, vice president, customer service for Verizon Wireless. “These improvements are just the first step in our plan to enhance our automated call in systems.”

Overall, more customers – 5 out of 6 – are accessing their account information, including monthly balance, payment and minutes-used, via a variety of the company’s automated self-serve options. In an average day, the Verizon Wireless customer service network of stores, call centers and automated services handles 3 million customer transactions, including 380,000 calls and emails to one of the company’s 24 US-based call centers.

Here are some other ways customers can access detailed information about their accounts:

• Need account balance information? Dial #BAL (#225) from your Verizon Wireless phone for account payment and balance information, or #MIN for minutes used.
• How many TXT Messages have been sent? Dial #DATA (#3282) from your wireless phone for the number of TXT Messages sent and received during the current monthly billing period.
• Need access to all of your account information? Log on to your passcode protected online account at www.verizonwireless.com/myaccount to read a listing of features and capabilities for all active phones on the account, access step-by-step illustrations about how to read bills, program voice mail, understand coverage and roaming, and find answers to frequently asked questions, view and pay bills, change address information, and review account activity.

For more information about Verizon Wireless, visit www.verizonwireless.com.  

About Verizon Wireless
Verizon Wireless owns and operates the nation’s most reliable wireless network, serving 51.3 million voice and data customers. Headquartered in Bedminster, NJ, Verizon Wireless is a joint venture of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD). Find more information on the Web at www.verizonwireless.com. To preview and request broadcast-quality video footage and high-resolution stills of Verizon Wireless operations, log on to the Verizon Wireless Multimedia Library at www.verizonwireless.com/multimedia.