Company: Vodafone Espana
Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist
Community: Foro.Vodafone (http://foro.vodafone.es/)
Lithy category: Excellence in Customer Satisfaction
Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.
Our most important customer satisfaction initiatives are:
1) NPS
2) Resolution rate
3) Customer experience program
Our challenge that we were looking to solve via our Lithium implementation was to reduce calls through social media support. 6,000 interactions on our Lithium eForum per month reduced 50,000 customer service calls on Vodafone's customer service platform!
Additional results:
- 2% savings in customer service calls
- 20 points of increase in NPS
- 30 points of increase in resolution rate
- 100 points of increase in CHI score
