Vodafone is promising customers it will resolve their enquiries without being bounced from one service agent to another and being kept ‘on hold’.
Called ‘Just Ask Once’, the service promises that a single Vodafone representative will handle a customer’s query from start to finish, proactively providing updates until the issue is resolved.
The new service is accessible through the My Vodafone app, although customers who prefer can still contact Vodafone by phone or via its website.
If the issue cannot be resolved immediately, Vodafone will send proactive messages through the My Vodafone app to keep customers informed, reducing the need for follow-up calls or chasing updates. Customers can respond via the app at their convenience.
‘Just Ask Once’ is available to Vodafone pay monthly consumers and small business customers with fewer than 10 employees. Customers who require more complex support will be directed to specialist teams.
Vodafone guarantees that customers can exit their contracts without paying early termination fees if they do not receive the promised service within a reasonable timeframe.
Rob Winterschladen, Consumer Director at Vodafone Three, said:
“Our ambition is to be the best in customer service. ‘Just Ask Once’ removes key pain points by ensuring customers deal with one person who sees their query through to resolution. This approach sets a new standard in convenience and reliability for the industry.”
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