{"id":4505,"date":"2014-06-27T13:21:34","date_gmt":"2014-06-27T07:51:34","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/06\/27\/social-customer-service-review-vodafone-india\/"},"modified":"2023-08-17T10:25:45","modified_gmt":"2023-08-17T10:25:45","slug":"social-customer-service-review-vodafone-india","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-vodafone-india\/","title":{"rendered":"Social Customer Service Review \u2013 Vodafone India"},"content":{"rendered":"

\"vodafone-image\"<\/a>
\nVodafone India <\/strong>is the\u00a0second largest mobile network operator<\/a>\u00a0in\u00a0India<\/a>after\u00a0Airtel<\/a>\u00a0by subscriber base. It is based in\u00a0Mumbai, Maharashtra<\/a>.
\nWith customer base of more than 160 M in India, there is bound to be customer grivence on social media. Further, Telecom brands usually have the most mentions on social media due to their business nature.
\nVodafone has a stong presence on social media channels and are very aggressice in their creative campaigns like Vodafone ZooZoo<\/a> which alone has 18 Million Fan base. They donot have any special social media channels for customer service, Instead they use their main brand profiles on Facebok<\/a> and Twitter<\/a> to address customer grievances.
\nLets get into details of how they are responding to customer queries and complaints on social media.
\nElement\u00a01 \u2013 Tone of Messaging<\/strong>
\nVodafone India has a formal tone to its communication on Facebook and Twitter. They are following industry standards like having the agent\u2019s name following the communication. For every complaints they start by asking for more details on the issue and follow up with polite conversations.
\n\"vodafone-twitter-presence\"<\/a><\/p>\n

\"vodafone-facebook-presence-1\"<\/a><\/p>\n

\"vodafone-facebook-presence-2\"<\/a><\/p>\n

Element<\/strong>\u00a02 \u2013 Are they sending canned responses, without understanding the context?<\/strong>
\nVodafone certainly is using a standard response format with few variation on their communication. Though its difficult to predict if these messages are machine generated or human, most communication does sound authentic and has natural variation, rather than sounding robotic.
\n\"vodafone-customer-service-on-twitter\"<\/a>
\nBut there was one case where we discovered mis-communication between the customer representative and the customer. The customer had issue with his mobile number, hence had shared his alternative number. After few days, the customer escalated the complain, to which the customer representative reverted by saying they were unable to reach him. Instead, customer representative of Vodafone should have tried to contact in his alternative number as the one under concern is not operating.
\n\"vodafone-customer-service-on-twitter\"<\/a>
\nSource: https:\/\/twitter.com\/Sankalp605\/status\/478746816742060032<\/em>
\nIn addition to this, Vodafone India has certain customer service program for gathering information from customer. Most of the communication starts with requesting the customer to fill in this form.\u00a0 This can get a bit repetitive with returning requests from the same customer. We could not find examples where the customer representative responding promptly with out the need of form fill. It would be better, if they made sure that most of there customer\u2019s social ID is captured before hand so that they would not have to repeat this procedure every time.
\n\"vodafone-customer-information-request\"<\/a>
\nElement<\/strong>\u00a03 \u2013 Turnaround Time<\/strong>
\nVodafone India doesn\u2019t have a good response time \u2013 On Facebook their response time is 2.2<\/strong> hours and on twitter their response time is close to 43<\/strong> minutes (The data has been taken from replies\/conversations from past three days)
\nIt shows that Vodafone India doesn\u2019t have a storng SLA for handling social media complaints and queries.
\nElement<\/strong>\u00a04 \u2013 Is brand sending personalized replies?<\/strong>
\nOn Facebook, most conversations include the name of the customer, whereas on Twitter it\u2019s the Twitter handle. Most conversations are contextual to the issue and to the point. But almost every conversations looks the same, its either requesting for information or confirmation on the service. This does make the overall communication look monotonous and character less. It might be due to the strict policy which the company might have implemented to make it sound very formal and to the point.
\n\"vodafone-facebook-presence-1\"<\/a><\/p>\n

Element<\/strong>\u00a05 \u2013 Is brand following up on the complaints?<\/strong>
\nVodafone has a feedback policy form where they request customer to provide feedback on their social customer service. But this doesn\u2019t seem to be applied regularly to all the customer interaction. Further, on Facebook there is virtually no feedback request. There are few interactions on followup but no serious feedback process.
\nVodafone should put this feedback mechanism to all the issues and make sure it goes to all customers.\u00a0 Further, is the feedback form could have social logins to verify users rather than using captcha\u00a0methodology.
\n\"vodafone-customer-feedback-form\"<\/a>
\nElement<\/strong>\u00a06 \u2013 Is brand answering to all the queries?<\/strong>
\nThough late, Vodafone is trying to respond to every complaints and issues being raised on Facebook and Twitter. But there are certain kinds of queries and complaints which are neglected. It could be due to the policy which Vodafone has that stops customer representative from entertaining to comments with no real customer queries.
\n\"vodafone-customer-care-on-facebook-3\"<\/a><\/strong>
\n\"vodafone-customer-care-on-facebook-4\"<\/a> <\/strong>
\nElement<\/strong>\u00a07 \u2013 Is the brand present on major complaint forums?<\/strong>
\nMouthshut.com which is one of the biggest online complaint forums has about 929 complaints about Vodafone India alone, but none of the complaints\/queries have been responded, which is not at all expected from a reputed brand!
\n\"vodafone-customer-service-on-mouthshut\"<\/a>
\nFurther, they seem to have a genuine profile on consumercomplaints.in but the engagement on the site is very low. Despite regular complaints being filed on the site, there is hardly any active engagment with the customer. Further, Vodafone seems to be using the same standard response on the site which they are using on Facebook and Twitter.
\n\"vodafone-customer-service-on-conusmercomplaint\"<\/a><\/p>\n

\"vodafone-customer-service-on-consumer-complaints-1\"<\/a>
\nElement<\/strong>\u00a08 \u2013 Is brand sending duplicate replies?<\/strong>
\nThough no duplicate replies were noticed. There was one case where two separate customer representatives were responding to the same customer with similar message. Though both intimation with the customer was taken place during separate stages of the case, the time difference of 2 and 5 hours just to update the customers that the issue is under process makes less sense.
\n\"vodafone-customer-service-on-facebook-2\"<\/a>
\nSource: https:\/\/www.facebook.com\/vodafoneIN\/posts\/10152931312140299<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Vodafone India is the\u00a0second largest mobile network operator\u00a0in\u00a0Indiaafter\u00a0Airtel\u00a0by subscriber base. It is based in\u00a0Mumbai, Maharashtra. With customer base of more than 160 M in India, there is bound to be customer grivence on social media. Further, Telecom brands usually have the most mentions on social media due to their business nature. Vodafone has a stong …<\/p>\n

Social Customer Service Review \u2013 Vodafone India<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":4509,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[1661,2483,2484,2056,2364,2269],"class_list":["post-4505","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-facebook","tag-how-to-handle-complaints","tag-negative-feedback","tag-social-crm","tag-social-media-customer-service","tag-vodafone"],"acf":[],"yoast_head":"\nSocial Customer Service Review \u2013 Vodafone India - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-vodafone-india\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review \u2013 Vodafone India - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Vodafone India is the\u00a0second largest mobile network operator\u00a0in\u00a0Indiaafter\u00a0Airtel\u00a0by subscriber base. 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It is based in\u00a0Mumbai, Maharashtra. With customer base of more than 160 M in India, there is bound to be customer grivence on social media. Further, Telecom brands usually have the most mentions on social media due to their business nature. Vodafone has a stong…","_links":{"self":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/4505","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/comments?post=4505"}],"version-history":[{"count":0,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/4505\/revisions"}],"wp:attachment":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/media?parent=4505"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/categories?post=4505"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/tags?post=4505"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}