I’m a customer of Verizon, and it appears that Verizon has some struggles ahead. Earlier this year, after reporting a loss of 51,000 prepaid customers, attributed to climbing prices for the service. Verizon’s response was that they were going to “raise the bar” on customer service. This actually means they were going to install AI for the customer service lines. This has driven some higher dissatisfaction from customers, with a variety of negative responses of getting lost in the mix. Ironically, in that announcement that was emailed to customers, it read that “You’re not a customer number or a case file”. This kinda feels weird when you consider that the robots are answering the phones now, instead of real live agents.
Verizon is in hot water over a major initiative it rolled out earlier this summer.
Source: Verizon angers customers with new tactic to boost loyalty – TheStreet
