14th Feb 2008 07:01
Vodafone Group Plc14 February 2008 14 February 2008 VODAFONE TO ROLL OUT ADVANCED CUSTOMER SERVICES DIRECTLY ON THE HANDSET Vodafone announces today that it will launch advanced customer services directlyon the handset to give Vodafone customers customer care and billing informationin real-time. The service will not only provide customers with a self carefacility but also gives Vodafone an added opportunity to provide interactivepromotions and tutorials, such as step by step guides on how to use the mobileinternet to download music or how to send an MMS. SNAPin Software, a specialistin mobile self-service software, has agreed to provide the capability that willallow this market leading service to be rolled out. Following a successful trial with more than 3000 customers in the UK and Spainusing SNAPin SelfService, Vodafone will begin a phased roll out of the on deviceself care service from this year. The service will be available on open OShandsets, including S60, UIQ and Microsoft Windows Mobile, to begin with, withthe aim to extend to the majority of handsets on offer from Vodafone over time. The SNAPin service enables customers to navigate an on-screen visual menu ofoptions which customers can use to answer questions or solve their problemsright on the handset. Customers also have the option to connect through to thecall centre, bypassing traditional IVR menus, or to get an automatic responsedirectly on their phone. The menu can be tailored according to the needs ofdifferent customers. The trial identified that there is a strong desire among customers, both inemerging and mature markets, to have self help facilities on the phone. In moremature markets in Europe quickly solving problems in this way is highlydesirable and often considered more convenient for solving routine queries suchas current billing information. In emerging markets such as India, self help onthe device empowers customers who are using mobiles for the first time and helpsthem to quickly and easily get the most out of a new phone and the services onoffer. Paul de Laat, Global Director of Customer Value Management at Vodafone,explains, "We have conducted thorough trials over the last three months withcustomers. The trials have confirmed that on device self help, when simple andquick to use, is very desirable for customers as it gives them control of howand when they deal with us and makes the most of their time. It also greatlyadds to their experience of dealing with Vodafone and improves overallsatisfaction." Paul continues: "Many customers particularly liked the ability to answer set upquestions themselves when trying out new services, like MMS, or the mobileinternet. Customers were also more willing to try new services after receivingtargeted interactive promotions. We believe that rolling out self care servicescould help us to grow loyalty and stimulate revenue, especially as customersbecome more confident to try new services." Rolling out user-friendly self care services will not replace current customercare channels, but merely provide the customer with more choice over when, whereand how they obtain information on Vodafone's products and services as well astheir own personal account information. - ends- For further information: Vodafone Group Investor RelationsTel: +44 (0) 1635 664447 Media RelationsTel: +44 (0) 1635 664444 About Vodafone Vodafone is the world's leading international mobile communications group withoperations in 25 countries across five continents and over 252 millionproportionate customers at 31st December 2007, as well as 40 partner networks.For further information, please visit www.vodafone.com About SNAPin Software SNAPin Software, the leader in mobile interaction management, allows operatorsto interact with their subscribers in real-time and in the context of theircurrent mobile behavior. The company's handset-based SelfService product suiteenables the delivery of interactive promotions, the resolution of most customersupport problems and allows operators to deliver a branded service experience totheir subscribers. For more information, visit www.snapin.com. This information is provided by RNS The company news service from the London Stock ExchangeRelated Shares:
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