I feel like Verizon customers might want a T-Life of their own

Verizon isn’t exactly praised for its customer service by most of its user base, despite there being some very honest representatives out there. But with where things are headed nowadays, I feel like Verizon customers might start wishing for the carrier to take a page out of T-Mobile’s book and go all in on digital.

Dishonest Verizon representatives

In a recent poll about dishonest Verizon representatives, we asked you why you think that the company’s employees sometimes try to get away with dishonest work. Over 55 percent of you said that this was because these representatives just did not care about customers.

Almost 42 percent of voters, meanwhile, think that Verizon’s customer support staff is more concerned with its commissions than helping out users. Less than three percent of respondents feel that problems arise because representatives fail to understand the problem that a user is facing, and as such are unable to help them even if they'd like to.

What do you think is the likeliest case here?

Should Verizon go all in on digital?

Your responses got me wondering whether Verizon customers would actually prefer their carrier going all in on digital like T-Mobile. T-Mobile has, as you might be aware, shifted most operations to its T-Life app. The un-carrier is also conducting mass layoffs, something that Verizon has done as well, and is shutting down stores too.

What’s curious is that, as of late, a not-so-insignificant portion of T-Mobile’s user base has started preferring the T-Life app over talking to human representatives. If Verizon’s customer base continues to feel like they’re being scammed by the company’s workers, they might be a lot more welcoming of an all-digital switch.

What might following in T-Mobile's footsteps entail:

• I bet T-Mobile is ecstatic right about now
• T-Life issues continue to upset T-Mobile customers

What would a T-Life for Big Red look like?

Of course, Verizon already allows you to carry out many tasks by yourself using its My Verizon app, similar to T-Life. But the carrier hasn’t made a radical switch to “digital everything” like T-Mobile just yet.

That would require Verizon to start demanding that its customers use My Verizon for everything instead of relying on human staff, even at physical store locations. Employees would be strictly monitored to ensure that all customers were using the app for their tasks, basically training the user base so that they themselves can be laid off in the near future.

A proposition worth considering?

While I’m no fan of layoffs and store closures, the switch to the T-Life app is clearly catching on. If it’s successful — and it’s looking like it will be — then Verizon and AT&T will probably follow suit to cut down even further on operational costs.

And if Verizon staff keeps prioritizing commissions over honest work, they might find that there isn’t as much of an outcry in their support as there was for T-Mobile’s redundant workforce.

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