Research revealed that customer confusion most often tied back to unexpected or unexplained one-time charges that dramatically impact the total dollar amount due.
“How much is the bill?” “Does this match what I was told in store?” and “What has changed and why?”
We pinpointed key questions and structured the bill to provide clear answers.
Upon receiving the new bill, customers not only quickly realized they didn’t need to call Verizon Customer Care; in many instances, they found they didn’t even have to turn to the second page.
In the first quarter alone, Verizon recognized more than $3M in cost savings due to call reductions. In the first year that number grew to $33M. The redesign was met with quite a bit of customer excitement and social feedback -- impressive for a bill.