Vodafone gives customers a unique upgrade its | Tech News

UK cellular community supplier Vodafone has launched a new scheme that claims to repair one of the most-complained about features of customer support. The firm has launched what it calls ‘Just Ask Once’, the place it says one particular person will deal with a buyer’s question from begin to end.

That means Vodafone is promising you received’t be handed round a number of customer support brokers when you’ve got a downside, with one particular person – not a chatbot – coping with your situation till it’s fixed.

“The game-changing new service will see one person deal with a customer’s query from start to finish, until it is sorted,” Vodafone mentioned. The service can be utilized within the My Vodafone app for iPhone or Android, and is textual content primarily based, so that you received’t be assured one particular person provided that you call up as an alternative.

“This removes well-known bug bears such as waiting on hold, repeating the problem to multiple different people, and the need to chase for an update,” Vodafone added. “If the query can’t be resolved straight away, the same person from Vodafone will proactively message the customer with updates until it is solved, so they aren’t left worrying, wondering what is going on or spending time chasing.”

Vodafone even goes so far as to say if it could’t present this service as promised, it is possible for you to to go away the community and your contract with no exit charge.

The different catch? Just Ask Once is just obtainable to Vodafone pay month-to-month customers and its small business customers with fewer than 10 workers – that means bigger companies and all pay as you go customers miss out.

After regulatory approval, the cellular operator merged with rival Three and is now often called VodafoneThree, however the two firms haven’t but merged their buyer bases, so Just Ask Once is at the moment just for customers of Vodafone, not Three.

“‘Just Ask Once’ is based on a really simple principle: when a customer needs help, they ask us once, and we will sort it,” mentioned Rob Winterschladen, Consumer Director, VodafoneThree.

“Customers can simply and quickly message us through the My Vodafone app at any time and importantly, they’ll only deal with one person until their query is sorted … If we can’t resolve a query immediately, we’ll proactively message the customer with updates until it is sorted, so they aren’t left worrying or having to chase us.”

When Express.co.uk requested a Vodafone spokesperson if this service was unique amongst UK cellular suppliers, they mentioned, “Vodafone believes this sets a new standard of customer service in the telecommunications industry.”