Company: Vodafone Spain
Contact: Alejandro Moreno ( Community Manager)
Community: Foro Vodafone
Lithy category: Support Savings MVP
Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.
Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es
How we are implementing Community our customer care business goals
Our target are:
- Increase total number of registered users.
- Increase Community Content counting number of created posts
- Increase community participation
- Acquire new “super-users” that help us as community mods.
- Increase NPS and Employees Resolution Rate.
Changes we implemented because of cost reductions based on Lithium Community
The changes we have made:
- New community home: it’s more visual and accessible. We have used click map to detect the hotspots.
- Launch new mobile version enabling users easier access to the community for smartphones and tablets.
- New badges for super-users integrated on console.
- We create content based on Key trends such as movies, series and video games to increase user participation and gain awareness to promote eForum Channel.
- Our employees are continuously improving their answers and performance to encourage further volume of customers using eForum as the contact mechanism prior to Call Center contacts.
Our results
€3.7 M potentially saved on incoming Customer Call Center Calls.