No more waiting on hold. No more transfers between agents. No more repeating yourself.
- Vodafone launches ‘Just Ask Once’, a promise to customers that when they need help, they can ask once, and their query will be sorted.
- ‘Just Ask Once’ will set a new standard in customer service for the industry and aims to resolve any query, quickly and painlessly, with the same person who proactively updates the customer and deals with their queries from start to finish, until it is sorted.
- If the query can’t be resolved immediately, Vodafone will proactively message the customer with updates until their query is solved, so they aren’t left worrying or have to spend time chasing.
- Rather than having to wait on a call, customers can message through the My Vodafone app at any time, and respond whenever is convenient for them. They can get on with their day, while we get on with solving their query.
- If Vodafone can’t provide the service they’ve promised, then customers can leave with no exit fee.*
- ‘Just Ask Once’ is available as the standard service for Vodafone pay monthly customers and small business customers with fewer than 10 employees.**
- Improving customer service is at the heart of VodafoneThree and the launch of ‘Just Ask Once’ on Vodafone highlights its continued investment in customer experience.
Vodafone has launched ‘Just Ask Once’, a new customer service offering that promises an easy and convenient experience that sets a new standard for the industry.
The game-changing new service will see one person deal with a customer’s query from start to finish, until it is sorted. 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. 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. If Vodafone can’t provide the service they’ve promised, then customers can leave with no exit fee.
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Available via the My Vodafone app, ‘Just Ask Once’ allows customers to respond when it’s convenient for them, meaning they won’t need to spend valuable time on the phone and can instead get on with their day.
Rob Winterschladen, Consumer Director, VodafoneThree, said: When it comes to customers, our ambition is simple: we want to be the best. We want to set the gold standard for customer service and that’s why we’re launching ‘Just Ask Once’.
“‘Just Ask Once’ is based on a really simple principle: when a customer needs help, they ask us once, and we will sort it. 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. There’s no more waiting on hold, no transfers between agents, and no more repeating themselves – allowing customers to get on with their day, while we get on with solving their problem.
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Artificial intelligence isn’t about replacing our jobs, explains Jon Shaw, Commercial Operations Director at Vodafone UK. It’s about helping people do those jobs better, for the sake of our customers.
“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. What’s more, if we exhaust all avenues and can’t provide the service we promised, then we will let them leave with no exit fee. ‘Just Ask Once’ will level-up customer care and give our customers the most convenient and reliable support in the market.”
Improving customer service is at the heart of VodafoneThree, and the launch of ‘Just Ask Once’ on Vodafone highlights its continued investment in customer experience – reaffirming the company’s commitment to setting a new standard across the industry.
‘Just Ask Once’ is also available for small office/home office (SOHO) business customers with 1-9 employees. This ensures that their queries are resolved promptly, streamlining support, reducing downtime, and boosting overall efficiency. SOHO customers can access the service via the My Vodafone app.
Customers who don’t want to contact Vodafone customer service using the My Vodafone app can still get help by calling 191 on their mobile or through the Vodafone website.
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Notes to Editors:
* If a customer’s service is materially degraded for an unreasonable period of time, they are able to leave the Agreement early without paying an early termination fee
** Just Ask Once eligibility: Just Ask Once is available to Vodafone pay monthly consumer customers and small business customers with fewer than 10 employees. Sometimes you may have a query that we will be able to solve better with a specialist team – in those instances, our teams will explain the process to you and let you know how to get in touch with a specialist team member over the phone to resolve your query. For example, if your query relates to complex technical support, specialist support, or home broadband premises/move queries, we will direct you to another team. For customers who are in debt, our collections team will handle your query.
