Please ensure Javascript is enabled for purposes of website accessibility

Verizon Offers Remote Tech Support for Home Users

By Rich Smith – Apr 13, 2020 at 3:51PM

You’re reading a free article with opinions that may differ from The Motley Fool’s Premium Investing Services. Become a Motley Fool member today to get instant access to our top analyst recommendations, in-depth research, investing resources, and more. Learn More

A new tool from TechSee lets techs see Verizon customer problems -- and fix them remotely.

The novel coronavirus is complicating how Verizon (VZ -1.73%) does business.

Last month, Verizon reported that the rise in housebound customers working from home has resulted in a huge surge in calls and texts coming in to its tech support centers -- 800 million calls coming in every weekday, and with gabbier customers on the other end wanting to talk longer than they used to. This month, the company added that it's now fielding about twice as many calls daily as it used to get on its busiest days of the year.

Smiling tech support workers wearing headsets at a call center

Image source: Getty Images.

Last week, Verizon informed customers it will no longer be doing Fios installs in customer homes, so as to avoid person-to-person contact that might spread COVID-19 -- at least not until this viral outbreak abates. (Self-install options are still available.) 

Today, Verizon announced it's trying out a new solution to deal with the flood of customer requests for tech support. The company is launching a new "virtual assistant tech tool" from start-up TechSee, which will allow technicians to directly advise customers how to fix glitches at home, without the techs having to enter the home. 

Upon receiving a tech support call, Verizon will send the customer a text with a link that, once clicked, will establish a connection between technician and customer. Technicians will be able to look through a customer's smartphone camera, see the equipment, and talk the customer through how to fix a problem. Technicians will even be able to mark-up photos with directions written on them, and send such visual advice back to the customer.

"This new tool gives us the ability to provide the excellent service our customers deserve while keeping them and our technicians safe," Verizon said.

Rich Smith has no position in any of the stocks mentioned. The Motley Fool recommends Verizon Communications. The Motley Fool has a disclosure policy.

Invest Smarter with The Motley Fool

Join Over 1 Million Premium Members Receiving…

  • New Stock Picks Each Month
  • Detailed Analysis of Companies
  • Model Portfolios
  • Live Streaming During Market Hours
  • And Much More
Get Started Now

Stocks Mentioned

Verizon Communications Inc. Stock Quote
Verizon Communications Inc.
$37.97 (-1.73%) $0.67

*Average returns of all recommendations since inception. Cost basis and return based on previous market day close.

Related Articles

Motley Fool Returns

Motley Fool Stock Advisor

Market-beating stocks from our award-winning analyst team.

Stock Advisor Returns
S&P 500 Returns

Calculated by average return of all stock recommendations since inception of the Stock Advisor service in February of 2002. Returns as of 10/03/2022.

Discounted offers are only available to new members. Stock Advisor list price is $199 per year.

Premium Investing Services

Invest better with The Motley Fool. Get stock recommendations, portfolio guidance, and more from The Motley Fool's premium services.