Being the largest wireless carrier in the country comes with its own set of challenges. By 2013, Verizon Wireless realized that their challenge was no longer getting more customers but getting those customers to better understand how to use their devices and get the most on their network. For this reason Verizon approached Modea to help reimagine how their 1,663 retail stores could become the frontline for customer education.
Smartphones have become the status quo in America – with 56% of the general adult population owning one in 2013. But the reality is that with more mid to late adopters (aka your Grandfather) getting their first one means they are less likely to realize the full potential of the device. Even younger users rarely realize, with the advent of Internet of Things and LTE network speeds, the many ways the device can be the hub of their digital lives.
As the carrier with the best network in the nation, Verizon had the opportunity, with Wireless Workshops – a custom web-based learning application – to extend the value of the network to the frontlines of retail.
Wireless Workshops - the first in-store classroom application to educate customers about the full potential of their device and
Designed to allow retail specialists to teach customers about their devices in-store in a classroom setting
Offering frontline employees the ability to deliver tailored customer workshops with up to date teaching materials.
Average workshop NPS
(Net Promoter Score)
Wireless Workshop contributed
to in accessory revenue by 2015
$ 919 Thousand
Worth of call-in-rate savings
Built, launched and continue to evolve
Verizon's first nationwide retail education application which was used to educate thousands of customers in the first two years of existence..Learn how we can help.