The good news? Vodafone says it is installing a more efficient customer service system. The bad news? It won’t be in place until March next year.
While the biggest topic of complaint I’ve heard from Lifehacker readers about Vodafone this year has been the unreliability of its network (something it has been spending up on with variable results), difficulties in talking to someone to get problems resolved run a close second. Long wait times are common, being endlessly bounced between uninformed staffers in multiple countries seemed the norm, and the Lara voice recognition system never once understood what I was asking it the entire time I was a Vodafone customer.
The new One Connect service will use a Genesys-based system to monitor incoming calls across Vodafone’s phone network, support email addresses, Twitter and Facebook accounts and online forums, and “route the enquiry to the best place and to the customer service advisor with the best skills to respond”. This is a great idea if it works, but the challenge is ensuring enough staff are available and that they do know what they’re talking about.
What changes would you like Vodafone to make to its customer service? Share your ideas in the comments.
Republished from Lifehacker