AKQA: My Verizon

WPP 1218 AKQA_My_Verizon

AKQA: My Verizon

In the connected age, customers want everything instantly

Verizon is America's largest wireless provider and has helped create a world where every service imaginable is available on demand.

In the connected age, everything is instant. It’s an expectation that’s left traditional customer service models behind.

Intelligent and easy to use, AKQA designed the My Verizon app to meet the needs of 100 million subscribers, providing complete self-service through its intuitive, instantaneous design and conversational interface.

Featuring a simplified bill, personalised control centre, on-demand support and shopping functionality, the app has achieved record-breaking sales, customer satisfaction and loyalty.

Within seven months of the app’s launch, Verizon’s mobile sales conversion rate rose 15.6x, and overall usage is up over 50%.

Bill payment within the app increased from 68% to 85% and is buoyed by a 27% lift in autopay enrolment.

The app gives the network’s 113 million customers more control, with less work, all in the palm of their hand.

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