Vodafone has today launched its new customer service offering, ‘Just Ask Once’ — a streamlined approach designed to ensure one customer service representative handles a query from start to finish. The provider promises this will mean no more waiting on hold, no more transfers between agents and absolutely no more repeating yourself.
When it comes to customers, our ambition is simple: we want to be the best. We want to set the gold standard for customer service and that’s why we’re launching ‘Just Ask Once’.
’Just Ask Once’ is based on a really simple principle: when a customer needs help, they ask us once, and we will sort it. Customers can simply and quickly message us through the My Vodafone app at any time and importantly, they’ll only deal with one person until their query is sorted. There’s no more waiting on hold, no transfers between agents, and no more repeating themselves – allowing customers to get on with their day, while we get on with solving their problem.
If we can’t resolve a query immediately, we’ll proactively message the customer with updates until it is sorted, so they aren’t left worrying or having to chase us. What’s more, if we exhaust all avenues and can’t provide the service we promised, then we will let them leave with no exit fee. ‘Just Ask Once’ will level-up customer care and give our customers the most convenient and reliable support in the market.
How does ‘Just Ask Once’ work?
‘Just Ask Once’ is designed to simplify the customer service experience, ensuring that a single Vodafone representative will manage a customer’s query from beginning to end.
If a query cannot be resolved immediately, the same representative will proactively update the customer via the My Vodafone app until the issue is resolved — removing the need for customers to chase updates or worry about progress. Customers can reply to messages via the app at a time that suits them.
While Vodafone does not guarantee that every issue will be resolved in a single interaction, the company offers a significant commitment: if it ultimately cannot deliver the promised service, affected customers will be allowed to exit their contract early without paying an exit fee.
The aim of ‘Just Ask Once’ is to eliminate common customer service bug bears such as being passed between agents, long hold times, and repeated explanations. With this new approach, conversations will not time out or end prematurely, giving customers flexibility to go about their day and respond when convenient.
In cases where a query requires support from a specialist team — such as complex technical issues — Vodafone will clearly explain the process and guide the customer to the appropriate specialist via phone.
Where Can Customers Access ‘Just Ask Once’?
The service is accessible through the My Vodafone app. Customers still have the option to contact Vodafone via phone or through the company’s website if preferred.
‘Just Ask Once’ is available to Vodafone pay monthly mobile and broadband customers, as well as small business customers with fewer than 10 employees.