Customer Self-Service at Verizon Wireless
Mitchell Kramer · 2006
In this customer self-service case study report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. You can help yourself to perform a wide range of customer service activities on verizonwireless.com. You’ll be able to learn about products and services to manage your account information very easily, but you’ll have a hard time trying to diagnose and resolve problems because the site’s content is so FAQ-centric and its search capabilities are quite limited.