Our support community has three goals: call deflection, customer satisfaction and providing an appropriate SLA (Service Level Agreement).
Company: Vodafone Spain
Entry submitted by: Alejandro Moreno (Social Media Manager)
Community: Foro Vodafone
Lithy category: Digital CX All-Star
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
Our digital customer experience
The Lithium-powered Vodafone community (Vodafone Forum / Foro Vodafone) is totally focused on helping and supporting customers’ concerns about Vodafone services. Our support community has three goals: call deflection, customer satisfaction and providing an appropriate SLA (Service Level Agreement).
The benefits of having both a community and a social media management platform
Our team works to make a big self-management community, where customers could search support information about the different company services and solve their doubts. When a customer could not find an answer for an incidence/ doubt, our social media manager and our Vodafone support agents come out to help the user, giving him a satisfactory solution.
To complement our support team, we have created some social initiatives as Vodafone Heroes, a gamification program which is focused to create a group of superusers who help other forum users (superusers could win gifts and discounts depending of their activity and replies).
Our customer experience results
During 2016-2017 we have increased our monthly visits by 18%. In addition, 40% of visitors surveyed say that they got their problem resolved in their visit. The forum support agents have improved to a 24hr service level agreement (SLA) (giving support service from Monday to Sunday). We have also increased our registered users by 22% (it is required that our registered users have to be Vodafone customers).
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