Contact Center Solutions Featured Article

SNAPin Software, a recognized name in mobile interaction management, has announced that international telecom giant, Vodafone, has agreed to deploy SNAPin’s SelfService software. The software will be used as a part of Vodafone’s global initiative directed towards boosting customer satisfaction and loyalty.

 

SNAPin’s SelfService software will allow customers to automatically and intuitively resolve common problems directly on their mobile phone. Customers will not only be able to diagnose and repair configuration problems but also make account inquiries on their handsets.

 

“Excellent customer service is central to how we acquire and retain loyal customers. A large part of this is giving our customers a choice of when and how they contact us and providing them with accurate and timely help when they need it,” said Paul de Laat, global director of customer value management for Vodafone. “We have conducted thorough trials with SNAPin and it was very clear that self help directly on the handset improves overall customer satisfaction and grows loyalty. It was also evident that this kind of differentiated service could potentially stimulate additional revenue as customers become more confident and interested to try new service offerings.”

 

“Vodafone is recognised as a market-leading mobile operator worldwide. The company has a strong focus on enriching its customers’ lives by maintaining a superior level of customer service,” said Robert Lewis, SNAPin president and chief executive officer. “It is a testament to our company vision as well as our innovative software that Vodafone has selected SNAPin."

 

SNAPin is committed to provide best-in-class mobile self-service software that enhances customer care experience in the mobile industry through operator implementation of SelfService Care. It also promotes customer adoption of new mobile services and features.

 

"Vodafone’s commitment to self-service innovation revolutionises the way its customers discover and use information on their device,” said Jason Choy, managing director, EMEA, SNAPin Software. “We are very proud that our SelfService software has been so successful for them, and we look forward to delivering a trusted, relevant and personalized experience to Vodafone customers across the globe.”