Vodafone online customer service 24/7 available for conversations through social media
24/7, seven days a week available for remarks, complaints, compliments and conversations: Vodafone is making a huge and remarkable step in the socialization of customer care by being present on major social media platforms Facebook, Twitter and Hyves. Customers can be at any time in contact with a customer service representative. The 24 / 7 Web Crew is part of Smartphone Crew , which was introduced last week. The Smartphone Crew consists of 140 newly recruited staff at the various customer contact points are used as the webcare team, customer service and on the shop floor.
The 24 / 7 access to the online customer service is part of a series of initiatives to improve the customer experience through the various customer contact points at Vodafone. The pressrelease states:
“By broadening the ‘opening’ of the 24 / 7 Web Crew Vodafone will meet the wishes of many customers to get support when it suits them. By day and night can be ready 24 / 7 Web Crew also assist customers who, for example night shifts and so the evening or at night need help. Customers who reside abroad and have to deal with time differences, may benefit from broadening the accessibility of service employees.”
Peter Dover, Director of Customer Service at Vodafone: “The fact that we are twenty four hours a day, seven days a week, ready with our 24 / 7 Web Crew on Twitter, Facebook and MySpace is unique in the telecom market. But that’s not why we choose to do this. We want our customer service to be even more accessible for customer inquiries at any time of day on any given moment. With some extra coffee during the night hours, our 24 / 7 Web Crew employees are having an great launch with a lot of enthousiasm. “