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When Verizon trialed video chat to connect its customers with in-store specialists as part of its COVID-19 response, the telco quickly realized the program had enormous potential. The company partnered with BlueJeans to develop a simple-to-use solution for customer inquiries. The company’s Video Assist program has now been expanded to 1,500 direct retail stores.
Objective
- Verizon needed a scalable, enterprise-grade platform that would allow customers to enjoy a retail experience without having to visit a store.
Solution
- The telco used BlueJeans Meetings SDK to develop a one click–call solution for anyone browsing its customer-facing website. This capability was integrated with Verizon’s mobile point-of-sale solution.
Results
- Since launching the pilot Video Assist program, Verizon’s sales productivity and effectiveness have increased.
- Pilot data shows Video Assist calls have a higher propensity to end in a sale than calls to a call center.
- Video calls are more than four times as likely to end in a sale on the day of the call.
- The BlueJeans integration has directly contributed to revenue growth, with the year-long pilot delivering nearly $1 million in additional revenue.
- Store specialists across the company’s 1,500 stores are now able to connect with the company’s customers using Video Assist.
