Vodafone aims to improve its customer service with the launch of a call back and express mobile phone repair and replacement service, as well as a new mobile and online self-service application.From mid-November, Vodafone customers who call customer care on 1555 from their mobile or 1300 650 410 from any other phone will be given the option of requesting a return call from a customer service representative, rather than waiting on hold.
Vodafone Hutchison Australia’s Director of Customer Service, Cormac Hodgkinson said, “We appreciate that our customers’ time is precious. We’re doing a lot of things to improve the speed of our customer service and we’re also introducing the call back option because it saves our customers from waiting on hold during busy service periods.”
In addition, the company will also introduce multi-branded Vodafone and 3 handset repair and service centres in most capital cities around Australia. The move follows Vodafone’s introduction of 24-month repair warranties on all new handsets introduced at the start of the year (excludes Apple iPhone devices). Vodafone has already opened multi-branded service centres in Brisbane, Perth and Adelaide. Additional service centres will be opened to Vodafone and 3 customers in Sydney and Melbourne before the end of the year.
The company will introduce an enhanced handset self-service and web self-service portal called ‘My Vodafone’, building on the functionality of the ‘My 3’ portal on November 28. My Vodafone gives customers access to their account balance, details of recent data usage, over-the-air recharge facilities and other useful account information.
Finally, Vodafone is also introducing a keypad alternative to ‘Lara’ – Vodafone’s voice recognition customer service system.