Sunday, March 29, 2009

Verizon Cites Growing Use of Online Community Forums for Customer Service

Verizon noted that its online Community Forums have grown quite rapidly as a venue for consumers to submit questions, share advice, and get answers about its portfolio of broadband, entertainment and communication services.

On the forums, customers can interact with each other, ask questions, problem solve, and learn more about the company's products and services. Answers posted on the forums most often come from the community's highly active members, referred to as "super users," an important subset of customers critical to the success of any online community.

According to Mark Studness, director of e-commerce at Verizon, the Community Forums have been well-received since rolling out last July, generating more than 10 million page views.

"The Community Forums have spurred interaction among customers because people today expect to be able to find answers to their technical questions online," said Studness. "The feedback we've already received shows that our customers value the personalized peer-to-peer advice and feedback they receive from fellow users."

To create the Verizon Community Forums, Verizon collaborated with Lithium Technologies, a major online community solution provider based in Emeryville, California.