On-device self service for Vodafone: chew out your phone, not a live rep

by Chris Ziegler, posted Feb 26th 2008 at 4:53PM

Likely in an effort to reduce customer service costs and keep the tools for resolving the most basic, common phone problems in the hands of the users themselves, Vodafone has inked a deal with SNAPin Software to bring its SelfService software to handsets. Available initially on smartphones, the app will let folks keep tabs on their accounts, diagnose common configuration issues, and fix them all without having to interact with a pesky (read: expensive) human. Trials conducted by the carrier indicated that the app was well-received, and interestingly could actually boost revenue by making previously timid users more willing to branch out and try new offerings, knowing that they can be bailed out by the software if they find themselves in some sort of quagmire.

[Via Slashphone]

Filed under: Software, Vodafone

Tags: customer service, CustomerService, self service, SelfService, voda, vodafone

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Reader Comments (Page 1 of 1)

Neutral

storino03 @ Feb 26th 2008 5:01PM

That's quagmire! "It's quagmire, it's quagmire! GIGGIDY, GIGGIDY, GOO!"

--James

Neutral

Nijnsky @ Feb 26th 2008 9:28PM

expensive humans, but less jobs for world economy... I guess we will have to adapt...

Neutral

Kurtis @ Feb 26th 2008 11:18PM

I have something like this on my T-Mobile Dash for sometime now. It is kinda nifty, but it drives me crazy sometimes when I just want to call customer service. When you first call, it disconnects and pops up the software and you have to select call customer service in it to make the call.

Neutral

storino03 @ Feb 27th 2008 12:01AM

what's the program called

--James

Neutral

Andrea Mocherman @ Feb 27th 2008 11:35AM

SNAPin SelfService is the name of the software. It is presented to the subscriber through the help menu or by dialing your customer care (611, 191, 123, etc).

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