Verizon collapses wireline support numbers

Verizon has launched a new national customer service number – 1-800-VERIZON – for its wireline customers, replacing as many as 100 different numbers now in use. Customers needing help can dial that number from their wireline phone, and the call is automatically routed to the appropriate customer service center, or dial from any phone including a cellphone and report the problem before being routed to the appropriate customer service center.

“We wanted to take the burden off our customers’ backs and put it on our own,” said Bob Elek, Verizon spokesman. “Now they don’t have to hunt around.”

The new single-number system uses some proprietary, patent-pending technology from Verizon IT experts to knit together the customer service operations and the many disparate numbers, Elek said. There are more changes to come, including possibly linking Verizon Business and Verizon Wireless to the same customer support operation.

“But that’s down the road,” Elek said. “We need to crawl before we run.”

The new system was put in service on a market-by-market basis before being announced nationally and has performed well, Elek said. Also yet to come are process or staffing changes that may result from this new approach to customer service.