CUSTOMER STORY
Vodafone
Vodafone Germany provides more efficient and accurate service by unifying its digital customer service.
EXECUTIVE SUMMARY
Vodafone Germany is a leading telecommunications company connecting over 30 million customers across Germany through its reliable mobile, home, and business networks. As customer service requests migrated from phone calls to computer screens, the company needed a system to unify digital customer service requests from social media and other contact methods.
Now, Vodafone Germany provides more efficient and accurate service to customers within minutes. Vodafone Germany’s service agents frequently cover between 800 and 1000 tickets per day based on the volume of incoming requests and most tickets receive a response in under 10 minutes.
“Our digital customer service capabilities allow us to answer customer queries in almost real-time no matter which channel our customers are using to submit them.”
– Sebastian Quednau, Project Coordinator at Vodafone Germany
