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.
Vodafone Spain has 14.255.000 mobile customers, 2.960.000 fixed broadband customers and 790.000 TV 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
Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their inquiries and incidents resolution. At the same time, we provide a knowledge platform to our customers with loads of tutorials and tips to engage and improve their usage of mobile devices, smartphones and Fiber/DSL services. We also provide information about latest mobile operative systems updates.
During 2016/2017 we have developed four social customer service initiatives:
We made a renewal of our gamification program called Vodafone Heroes which has super-users (Vodafone Forum users who are active members of Vodafone Heroes) that help other customers in their enquiries. There are currently 25 active super-users in the program contributing to help other customers.
We created a special contest for the forum users, giving as s gifts several smartwatches, cinema and music events tickets and Playstation codes.
Vodafone Forum has collaborated to viralize a contest of the Vodafone Spain App which promoted a raffle with two Fiat 500.
We created a content strategy focused on two areas: support content and tech & geek content (to create interesting content which could go viral by our Vodafone Forum community and increase web traffic).
We are mainly focused on the following:
We have worked to make useful and comprehensive content about Vodafone services. One of our main goals is the self-management of Vodafone Forum user.
We are focused on building a big self-management support community which is able to solve customer concerns about Vodafone services.
Our main achievements in 2016/2017:
Our Vodafone support agents now have a 24hr service level agreement (SLA) (giving support service from Monday to Sunday).
We increased our self-management forum KPI (Unassisted Resolution Rate) by 40%.
We have become one of the biggest self-management customer service forums in Spain.