Vodafone Customer Service

What the Telecom world should learn from Vodafone’s customer service failures

Date: 06/12/2016   By: Amy Lamperti

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In case you missed it, Ofcom recently announced that Vodafone will be facing a large fine after it was found to have failed to properly deal with customer complaints. Figures from the regulator show that Vodafone is the most complained about network in the UK.

Vodafone isn’t alone in customer service failures: A survey from 24/7 Wall St. about the quality of customer service at 151 of America’s best-known companies found that cable, satellite, and wireless service providers make up 6 of the 10 spots on the Worst Customer Service list with T-Mobile, Verizon Communications and AT&T all holding spots on this list of shame. The cellular service industry is generally notorious for poor customer service, and Vodafone is just the latest in a long line of culprits.

A major reason for continuously bad customer service is due to the appalling fact that carriers still rely on antiquated 800 numbers to provide support. This method results in dismally long hold times, countless transfers and the redundant demand to yet again provide a name and account number to the tired representative dealing with the call. What’s shocking about this is the fact that carriers are providing service to their customer’s smartphones, which are essentially mini computers capable of providing with a simple finger swipe access to almost unlimited information and the ability to communicate primarily through messaging apps. As Jacob Katsof, Co-Founder  of UpChannel says: “Requiring customers to ‘call back from a landline’ in order to remove the battery to find and provide a customer service representative with the IMEI number for a device is no longer acceptable because smartphone users now expect a mobile first approach.”

This is done by use of a beautiful app that gives customers a way to communicate with their carriers in a manner that provides a smooth, stress free customer experience. If carriers could join the 21st century and bring about this much needed change they won’t find themselves on next year’s half of shame and even more importantly, they should also expect to see reduced churn, increased adoption and an overall more profitable business.

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