BEDMINSTER, N.J.-Verizon Wireless teamed with self-service and e-billing software solutions provider edocs Inc. to enhance its My Account online account management and customer service tool.
My Account already allows customers to access bills, make payments and update account information online. With the enhancements, customers will be able to track airtime use, analyze monthly spending trends, access up to six months of past billing information, change account features or set up a personal address book to reflect identifiable names rather than dialed phone numbers on their e-bills.
“In a highly competitive market, Verizon Wireless is raising the bar for online customer service, while significantly reducing their operating costs simultaneously,” said Mark Quinlivan, chief operating officer at edocs.
Indeed, customer self-service solutions produce cost savings. According to Forrester Research, solving a problem through a call center costs a company approximately $6.17 per incident, while self service costs less than $2 per incident.
