Vodafone Portugal is improving the customer experience with unified and easy-to-use online channels

Overview

Vodafone Portugal, a major telecommunications provider, aimed to modernize its customer service approach by embracing digital engagement and reducing pressure on traditional channels. To achieve this, Vodafone partnered with eGain to deliver a multichannel customer service strategy that combined self-service, live assistance, and advanced knowledge management.

Challenge

The telecom landscape was evolving rapidly, with customers expecting instant, accurate, and seamless service across digital touchpoints. Vodafone Portugal faced growing call volumes, fragmented service experiences, and increased customer expectations. The key challenge was to deliver consistent, efficient service across channels—while reducing costs and maintaining service quality.

Key goals included:

• Reducing contact center call volumes
• Improving first-contact resolution (FCR)
• Enabling scalable digital self-service
• Enhancing customer satisfaction through multichannel experiences

Solution

Vodafone Portugal implemented eGain’s Service™ Suite, which included a full-scale digital transformation of its customer service operations:

• AI-Powered Knowledge Base: A centralized knowledge hub gave both agents and customers access to consistent, approved answers.
• Web Self-Service: Customers could resolve queries independently, reducing reliance on live support.
• Live Chat and Email Integration: Escalation paths ensured continuity and context across touchpoints.
• Animated Virtual Assistant “RED”: A user-friendly chatbot guided users through Vodafone’s website and helped surface relevant information.
• Multichannel Integration: Unified access to customer data and knowledge across web, mobile, email, and chat, enhancing both agent experience and customer satisfaction.

Results

The rollout of eGain’s solution delivered significant ROI across key metrics:

• Significant Increase in Self-Service Adoption: Customers increasingly turned to Vodafone’s web self-service tools and virtual assistant, resolving issues independently without contacting support. This empowered users with 24/7 access to information, reducing dependency on live agents.
• Noticeable Reduction in Call Volumes: A measurable drop in inbound calls helped reduce load on contact centers. This allowed Vodafone to optimize staffing and improve service levels during peak times.
• Improved First Contact Resolution (FCR): Centralized knowledge enabled agents to solve customer issues more efficiently on the first try. This led to fewer follow-ups and higher customer trust in support interactions.
• Higher Agent Productivity and Confidence: With easy access to reliable knowledge, agents could handle more queries in less time. This boosted agent morale and reduced time spent searching for answers.
• Enhanced Customer Experience Across Channels: A consistent and seamless support experience was delivered across web, mobile, chat, and email. Customers enjoyed faster resolutions and a more intuitive service journey.
• Operational Cost Savings and Efficiency Gains: Shorter handling times and more digital deflections led to reduced support costs. This made the customer service operation more scalable and cost-effective.