Verizon Promotes Use of Its Inventive Self-Service Interactive Tool With an Inventive Interactive Tool

Verizon, N.Y., is making it easier than ever for consumers to use the company's new In-Home Agent self-help platform, thanks to a new interactive tool called an iKyp webkey.

The webkey, developed by marketing specialist firm Kyp, is a patented auto-launch technology that, when plugged into the USB port of a computer or laptop, instantly opens the In-Home Agent download page at www.verizon.com/inhomeagent and starts the download. One click on the agent completes the setup, and the application is ready for use.

The In-Home Agent self-help tool truly puts the customer in control. The application is easy, fast and effective, and it simplifies the customer experience by putting the equivalent of a support agent in the customer's home.

"We want to get as many of our customers as possible to use the self-help tool so they can take advantage of the benefits it provides," said Gary Butler, vice president of regional operations for Verizon. "The iKyp webkey helps us do that by making it very easy for customers to go directly to the download site and get the application."

Verizon's In-Home Agent is an automated tool that can eliminate the need to call an agent for help by enabling Verizon customers to perform a variety of functions with the click of a mouse. A video version for FiOS TV puts help and information tools right on the TV screen and is controlled by the TV's remote. With the agent, Verizon FiOS Internet and FiOS TV customers can check and restore their Internet service, repair their video setup, establish security for their computer's Wi-Fi connection and perform various e-mail and voice mail functions. The agent also supports some self-help functions for Verizon High Speed Internet customers.

Verizon is using iKyp webkeys as part of an initial trial to promote customer interest in the In-Home Agent. The program has already generated a 10 percent response rate -- significantly higher than the direct-marketing industry average -- in the first two weeks since the iKyp webkeys were mailed to customers. Based on Kyp's experience with similar iKyp webkey campaigns, Kyp said Verizon should expect to see the response rate climb over the next three to four months.