Which tool might Verizon employees utilize for tracking customer interactions?

A Customer Relationship Management (CRM) system is specifically designed to help organizations manage their interactions with current and potential customers. This tool centralizes customer data, allowing Verizon employees to track every interaction, from initial contact to ongoing service and support. It provides a comprehensive view of customer interactions, enabling employees to address customer needs effectively, maintain relationships, and enhance customer satisfaction. The CRM system often includes features such as contact management, sales tracking, and customer support integration, all of which are crucial for providing personalized service and understanding customer behavior.

In comparison, while a Customer Feedback Survey collects important insights on customer satisfaction, it does not provide a real-time tracking mechanism for all interactions. A Chatbot System serves primarily for immediate customer inquiries and automation of responses but lacks the holistic view of customer data needed for deep engagement. Billing Software manages transactions and payment-related functions but does not facilitate tracking of customer interactions in a relational context. Thus, the CRM system stands out as the most effective tool for tracking comprehensive customer interactions.