Latest annual report of the Telecommunications and Digital Services User Service Office (OAUT) showed that Vodafone is the national operator with the highest number of claims per 10,000 inhabitants. With something this worrying for its brand image, measures had to be taken to improve customer service and certain green shoots are already visible.
Vodafone Spain wants to ensure the best experience for its customers and for this reason it continues to promote its digitization plan to deal with incidents. For example, almost 97% of current customers use the official application to solve incidents, without having to contact by phone to resolve their faults or technical queries. This supposes a considerable saving of time and a greater ease of management of these unforeseen events.
Vodafone digitizes its customer service
The use of digital channels for processes related to troubleshooting has skyrocketed in recent years. According to the operator’s estimates, some 100,000 monthly customers resolve their incidents using channels such as My Vodafone via app or through the web.
This increase not only reduces the time needed to resolve these incidents and eliminates the steps necessary to contact customer service by phone, but also allows the operator to be more efficient and agile in management, giving the customer more facilities and optimizing response times. resolution.
Resolution without the need for a technician
If 100,000 customers resolve their incidents electronically, the self-management tools implemented by Vodafone are also generating more than 40,000 customers per month to solve their fault without the need for intervention by a technician. Then they will be able to check the status of said fault in My Vodafone and find out if everything is OK.
One of the star tools in recent months has been the implementation of Augmented Reality. This is being used for diagnostic work and equipment installation, giving the customer command of the operations in a simple and assisted way. In the event that any of its equipment has suffered a breakdown, Vodafone proceeds to send a replacement to the customer’s address.
Once received, all you have to do is enter your My Vodafone App and follow a simple guide that, using augmented reality and the camera on your smartphone, will help the customer to carry out simple operations such as connecting the wiring of the new equipment or later verifying that the installation is correct.
In the event that the customer is still unable to resolve the incident, they can notify it in the application so that technicians can carry out remote tests to solve the problem. During the process, the user will always be informed of the situation of their breakdown, either through the app, via chat, or by calling an agent.
If you are a customer of the red operator, take a look now at the ‘Breakdowns’ section of the My Vodafone App, from which you can solve incidents with any of your services or products quickly and easily. So you can familiarize yourself with the new remote customer service options that the company is implementing.
