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Verizon Named to 'Ten Best Web Support Sites of 2009' List by Association of Support Professionals
Annual Award Recognizes Company's Work to Provide Excellent Customer Service via Interactive Consumer Web SiteNews Release
June 2, 2009 –
NEW YORK - The Association of Support Professionals (ASP) has selected Verizon's consumer support Web site, www.verizon.com/residentialhelp, as one of the Ten Best Web Support Sites of 2009. Verizon is the first broadband and entertainment company to be named to the Ten Best list.
"We are honored to receive such a prestigious award and to be recognized for our commitment to provide the best online service experiences for our customers," said Verizon Director of eCommerce Mark Studness. "Verizon customers receive outstanding online customer support when they use our interactive site. It takes their specific questions into consideration and provides an easy-to-use interface to find the answers."
The 12th annual Ten Best Web Support Sites competition evaluated excellence in online service and support. A panel of judges used 25 performance criteria including: overall usability, design and navigation, knowledge base and search implementation, interactive features, customer experience, and major site-development challenge.
Verizon was selected in the open division of the annual competition, which recognizes large companies that have excelled in Web site support and design.
"The Verizon site developers faced a challenge that they solved quite effectively - how to provide a single customer experience that works across a very wide range of products and customers," said ASP executive director Jeffrey Tarter. "This kind of integration is extraordinarily difficult to deliver, but Verizon shows that it can be done."
The 10 winning sites will be profiled in a book entitled "The Ten Best Web Support Sites of 2009," which will be published by the ASP in July.
Verizon's redesigned consumer support site provides customers with self-help procedures for an array of topics concerning broadband, television, telephone and wireless products and services. The site has the following features:
- The integration of user discussion from the customer-focused Verizon Community Forums into the top pages of the support site, which drives greater participation in both the forums and on the support site.
- The Ask Verizon virtual agent, which offers immediate solutions and a guided support experience via a chat-like experience.
- A new information-rich approach where the most frequently sought needs of customers can be satisfied with easy-to-find support solutions for Verizon's four main product lines - broadband, TV, phone service and wireless.
- Community forums that offer peer-to-peer answers about products, services and technical issues.
On the front pages of the support site, customers can obtain information about a wealth of issues. Customers can also tap into robust search capabilities to obtain additional support including chatting with a Verizon agent in real-time fashion round-the-clock to resolve issues or obtain information, or both.
To learn more about the Verizon support site, go to www.verizon.com/residentialhelp/.
Verizon Communications Inc. (NYSE:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America's most reliable wireless network, serving more than 86 million customers nationwide. Verizon's Wireline operations provide converged communications, information and entertainment services over the nation's most advanced fiber-optic network. Wireline also includes Verizon Business, which delivers innovative and seamless business solutions to customers around the world. A Dow 30 company, Verizon employs a diverse workforce of more than 237,000 and last year generated consolidated operating revenues of more than $97 billion. For more information, visit www.verizon.com.