Optical/IP Networks

Verizon Puts Self-Help on Video

7:10 AM -- Call it customer service for the You-Tube generation.

Verizon Communications Inc. (NYSE: VZ) has added how-to videos to the In-Home Agent it uses to deliver customer self-service. The videos show subscribers how to do things such as use the In-Home Agent, set up and use their digital video recorders, implement parental controls, set up email using Verizon's message center, or configure their television's audio.

The self-help videos are the latest entry in Verizon's effort to offer customers more self-service options and to make self-service in general more attractive and effective. The idea is to improve customer service while controlling the cost of that service, which is largely measured in salaries of customer service reps and technicians. (See Verizon Debuts Streamlined Consumer Portal.)

Verizon customers can even learn how their FiOS service works, including information about the different pieces of equipment deployed in the home.

The library of self-help videos is accessible from the Help menu on the FiOS TV service.

— Carol Wilson, Chief Editor, Events, Light Reading

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