Leveraging digital assets for enhanced customer experience

The new-age consumer is digitally empowered and prefers to pursue lot of activities online. Right from shopping online, paying bills, booking tickets to even reading and writing online, consumers have taken a digital leap. This is evident from the way they consume data. Owing to this digital revolution, more people are upgrading their mobile devices and looking for superior internet experience.

Riding the digital wave, Vodafone India made the best of it by offering a range of services aimed towards offering a superior experience to its customers. With its Mobile First Approach, Vodafone India aims to become the channel of choice for digital adopters for transactions, self-care and discovery by delivering simple experience across digital assets and, be the primary customer interaction platform with an Intelligent and personalised experience that creates relevant, engaging and smart interactions to deepen our customer relationships

The catch is to help customers partake in the digital revolution. Red Box, a unique service exclusively offered across 9800 customer care centres is one of its kind service that enables seamless data transfer from old mobile device to a new one. Data transfer probably is the biggest challenge for customers when they want to shift to a new device. The telecom giant quickly lapped up the opportunity to touch base with customers in a unique way. Red Box, a free of charge service became an instant hit among customers.

As it extends the retail footprint across India, it also continues to offer a superior digital experience and solutions to its customers. My Vodafone App comes bundled with an inbuilt GPS locator, helping customers locate the nearest customer service centre. The dynamic app also enables recharge and bill payment of all Vodafone numbers seamlessly. My Vodafone App has received more than 5 million downloads till date and has over 1.4mn unique users.

For a more digitally evolved customer, Vodafone India took a significant step by simplifying the user interface across the website. Features like automatic identification of circle and improved product selector were integrated for probable customers that could easily be converted. For existing customers, the numbers of steps taken to facilitate the transaction were reduced to 3 from 5, helping them save significant amount of time. The website currently has a simplified navigation which led to increased recharges and sale of roaming packs.

Constant innovations and seamless interaction with customers have been influential to the success of Vodafone in India.