verizon

Ozmo saves America’s top network tens of millions of dollars each year.

Verizon boasts the strongest coverage and network reliability in the United States, receiving the title of “America’s #1 Network” for the sixth consecutive time in 2016. 1 With a stellar network like that, it’s no surprise that over 145 million subscribers choose Verizon as their mobile operator. America’s #1 Network requires premiere customer support to provide education, troubleshooting and assistance across all of its devices to ensure strong customer retention and satisfaction. That’s where Ozmo comes in.

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In 2012, Verizon began its partnership with Ozmo. At the time, Verizon was experiencing a need for improved support tools in its contact centers, as well as a desire to shift more customers to a self-serve model of support. The partnership began with a discovery effort, in which Ozmo conducted detailed user research with both agents and consumers to understand Verizon’s existing support ecosystem and uncover opportunities for significant improvement.

Through this research, Ozmo identified three major pain points:

  • Lack of agent confidence due to inadequate device support tools
  • High cost of maintaining physical device labs within Verizon contact centers
  • Lack of intelligent self-serve options for consumers on the web.

To solve for Verizon’s need for an improved support experience across channels, Ozmo rolled out two of its early products to Verizon agents and consumers: then known as emulators and simulators.

Initial launch

The initial launch of the emulator saw dramatic improvements in the contact center almost immediately. Ozmo’s early emulators - now known as virtual devices - gave agents access to a library of digital representations of physical devices, something they had never had before. This library was scalable across all agents in all contact centers, and removed the need for thousands of physical devices to be purchased and maintained in the contact centers. Ozmo’s virtual devices provided Verizon with instant cost savings of millions of dollars by removing these physical devices. With the introduction of these new tools, Verizon support agents could now provide device support with more confidence than ever before and solve the complex issues that were presented to them with Ozmo’s open-ended troubleshooting tools.

While agents in the contact center were tackling more and more complex device issues thanks to Ozmo’s products, consumers also benefitted from the launch of the simulator on Verizon’s website. The early simulator product - now known as interactive tutorials - was launched on every device support page to provide self-serve tools to Verizon consumers that were tailored to their unique device. Within months, as consumers began adapting these digital self-serve tools, Verizon saw call deflection rates reach 85%, driving significant cost savings as call volume decreased and customers were able to solve more device issues on their own.

Product innovation

Continuous product innovation is a key pillar of Ozmo’s commitment to its customers. Through close collaboration, Ozmo identified in 2015 that agents were using (and loving) the virtual devices - so much so that they wanted even more from the product, including the ability to troubleshoot a broader range of complex issues. Ozmo conducted an analysis to determine what screens were important for agents to have access to for enhanced troubleshooting and successfully released a “Version 2” of the virtual device product that doubled the screen depth available to agents across all devices.

Thanks to frequent contact center visits and user research efforts, Ozmo identified an opportunity to redesign and enhance its entire device support platform to better solve the evolving needs of agents and consumers for device support as device and operating system options continued to grow exponentially. Late in 2015, Ozmo identified another opportunity to innovate and enhance its platform. As part of its commitment to continuous product innovation, Ozmo made significant improvements spanning the entire support platform. The resulting new products, Ozmo for Agents and the Interactive Tutorials, were deployed in mid-2016 to agents and consumers alike with exceptional results.

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Ozmo for Agents

Leveraging the existing virtual devices that gave agents increased confidence and flexibility for troubleshooting complex device issues, Ozmo created a cohesive agent platform that greatly increased the scope of support agents can provide. Along with a redesigned interface for a seamless user experience, Ozmo for Agents introduced a number of features that were new for Verizon agents:

Contextual Tutorials

Ozmo for Agents not only integrated all interactive tutorials for a device, giving agents access to the same visual step-by-step guides customers had access to, but also now surfaced them contextually. That means that as agents navigate through a virtual device, contextual tutorials display based on the application and screen of the virtual device they have navigated to. This new feature gave agents a structured answer set to complement the unstructured freedom of the virtual device.

Operating system dropdown

Lifecycle support is a critical differentiator of Ozmo’s products. With the redesign of the agent platform, agents can now - with two clicks - switch between available operating systems of a device, and get access to the virtual device and interactive tutorials tailored to each unique version. This seamless transition between operating systems increased agent confidence by providing the tailored, personalized support tools they need at their fingertips.

Send-a-Tutorial

The ability for agents to push self-serve answers directly to consumers means that each of the million calls per month into contact centers can now be leveraged as an opportunity to rewire consumer behavior to self-serve for future device issues. Within months of the introduction of this feature, Ozmo saw Verizon agent usage of send-a-tutorial grow rapidly and an open rate by consumers of over 30%.

Interactive Tutorials

Ozmo’s consumer-facing self-serve product underwent a complete redesign to enhance usability and expand the extensibility of the answers provided in order to meet shifting consumer behavior. When consumers sought out support, they were searching for a consistent and accurate answer to a specific question or issue. Self-serve tools needed to provide these answers in a more frictionless experience.

The Interactive Tutorial “continues to be one of my favorite features, because it delivers an easy-to-understand, step-by-step visual representation of the function you want to access.”
Tom’s Guide customer service review, 2017 2

The new Interactive Tutorials went through extensive user testing and were proven to be dramatically easier to use and much quicker to present these specific answers. In addition, the product was fully mobile responsive, allowing for seamless experiences for Verizon’s consumers across any device. The embed feature allowed individual answers to be extracted from the entire tutorial, and embedded in any digital channel. Verizon adapted individual answers to use in places like onboarding pages to get consumers up to speed with the features of their new devices. The redesign of the Interactive Tutorial product expanded its use cases tenfold, and served up a more frictionless customer experience than ever before.

Custom solutions

Throughout Ozmo’s multi-year relationship with Verizon, Ozmo has created a number of custom solutions to meet Verizon’s growing needs to support its 145 million customers.

Carrier Applications

Ozmo supports a number of Verizon carrier applications through custom answer creation. These applications include My Verizon, Verizon Cloud and Verizon FamilyBase. By incorporating custom answers into both agent and consumer-facing support products, Verizon consumers can receive support tailored to their unique device and Verizon’s unique service offering.

Wearables and IOT devices

As smart devices grow into new categories, Ozmo helps Verizon provide up-to-date support to its consumers adapting these new technologies. With custom answers created for Verizon wearables, routers, mi-fi’s and other smart devices, in addition to its full library of smartphones and tablets, the scope of Verizon’s support offering is greatly expanded.

Ozmo’s virtual device library saves Verizon $1 million per contact center each year just by eliminating the need for physical devices labs.

Looking to the future

Ozmo is committed to continuous improvement and constant innovation. The future of Verizon and Ozmo’s relationship will be no exception. The two will form a beta testing program to encourage ongoing testing and iteration with Verizon support agents with the goal of relentless improvement and growth of Ozmo’s answer set. Planned improvements include focused efforts in support automation to simplify the support experience for Verizon as an organization and to increase efficiencies in the contact center and beyond. Increased customization will provide an increasingly personalized support experience for Verizon customers.

Interested in what Ozmo can do for you? Let’s talk.