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Vodafone UK steps up customer focus with new initiatives

Vodafone has made improvements that put customers' needs at the heart of its service.

Vodafone is now offering 24/7 support across Facebook and Twitter, building on its existing cover via Web Chat, both online and in the My Vodafone app. Vodafone is the first major telco in the UK to offer 24/7 support.

The carrier has also introduced a 24/7 'Message Us' service in the My Vodafone app, enabling customers to initiate and re-visit conversations with Vodafone's advisors whenever it suits them. Customers can see a full history of previous interactions with chat agents and receive alerts to let them know they’ve just replied.

Later in the summer, Vodafone will add a 'group messaging' feature, enabling customers to stay with the same agent throughout their query. The agent can also pull other specialists into the conversation as required, which means customers no longer need to be transferred to other agents and then forced to explain their situation all over again to someone new.

Vodafone's been working with some of the world's most sophisticated voice recognition technology to improve services for customers calling 191 number for help. This includes testing a new capability that will free customers from having to remember passwords to access their account. By registering and repeating a pre-recorded phrase, customers can confirm their identity based on the unique sound of their voice. Vodafone is trialling it now and aim to complete its pilot study by the end of the summer.

The carrier has also developed a fresh skill for Amazon's Alexa that will enable customers to ask the digital assistant for information about their Vodafone account. Once the customer has followed a simple authentication process, they can ask Alexa for billing data, account details and information about extras. It is expected to launch the 'Ask Vodafone' skill later this summer.

When launched TOBi in April, Vodafone was the first UK mobile provider to deploy an artificial intelligence chatbot to speed up responses to customer queries. Initially used to answer popular support questions in Web Chat, TOBi's role has now been expanded to answer account-specific questions on subjects like roaming. TOBi can also offer advice on SIM only price plans. Already learning new skills, TOBi understands what a customer needs help with more than 90% of the time, and will be handling even more account transactions by year's end.

Customers have told us how frustrating it can be to top up, then lose unused call and text credit at the end of 30 days. So later this summer weill be introduced Vodafone Total Rollover, the UK's first Pay as you go plan that lets customers carry over any unused call, text and data allowance into the next month. Building on Vodafone's data rollover plan, this allows customers using Big Value Bundles to make the most of their spend each time.

Vodafone has also recently increased its data allowances across our Big Value Bundles. The £10 bundle increases from 500MB to 1GB, the £20 bundle from 4GB to 6GB and the £30 bundle from 12GB to 20GB. And a brand new £5 Big Value Bundle means that Vodafone's Pay as you go plans are now more affordable and even better value.

Vodafone's current multi-billion-pound network modernisation programme has resulted in most reliable network ever, with call setup success rate at an all-time high, fewer dropped calls and the best indoor coverage recorded to date.

Source Vodafone; viewed: 263 times.

Monika Krasicka-Kulińska

Adam Łukowski

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