Vodafone website: empowering customers to find solutions to their problems and issues

A disruptive solution, driven through a process of design thinking

Before our project, every time Vodafone customers had a question, they called the contact center. They also tried to search online but couldn’t find the answers to their questions.

Vodafone had an added cost because its customers were using a more expensive support channel to ask very common questions, multiplying the customer support costs without necessarily offering an advantage in customer satisfaction.

This was the situation when Innovagency and Vodafone started working together on a solution that would allow customers to have a good self-service experience in the support area of the Vodafone website.

To meet this objective, a new search experience was designed with an elastic search solution, and the customer experience for accessing help content was redefined. This area included contents such as FAQs, manuals, and a routing solution to the ideal contact channel in case of less standard questions. The project also included the redesign of the chat layouts in one-to-one support to customers, both in real-time and on a digital channel.

Today, Vodafone customers no longer need to call Vodafone. When they need to find a bill, clarify a question, or understand how a particular piece of equipment works, customers can easily use the site search, find the right content, and even link to the My Vodafone customer area. This work has helped improve the user experience and speed up the resolution of doubts and problems.