Verizon FiOS: Quick Guides

Challenge:  Customer service is vital part of Verizon’s business, but a serious resource drain and serious source of frustration.

Insight: When it comes to tech support, an increasing number of consumers prefer YouTube an Google to phone calls and brand sites.

Idea: To help take the heat off FiOS service reps, we put our official answers right where our customers were looking. QuickGuides are a series of clear, friendly videos covering the issues and questions that drive the largest volume of calls. We also established a design system that would play well with the brand’s frequent reboots, and was easy to repeat, modify, and extend as the series continued.

Within the first few days, Quick Answers racked up millions of views on organic searches alone, and call centers reported a drop in calls on their most common issues.

Role: ACD / Writer / Voiceover / Audio Mix

https://www.youtube.com/watch?v=bQ50QHdsm_c