Vodafone's new 'Just Ask Once' service explained
Vodafone has unveiled its new service ‘Just Ask Once’ for its broadband and mobile customers.
The service seeks to avoid the common bugbears of customer service queries, such as having to speak to multiple agents, staying on hold for hours on end, or explaining your issue several times before a resolution is reached.
Learn how this new service is meant to make raising an issue or complaint much smoother and easier to manage.
How does ‘Just Ask Once’ work?
‘Just Ask Once’ sees one customer representative from Vodafone deal with your query from start to finish, all through the MyVodafone app and your preferred pace.
Under this new method, there should be no more repeating your problem to several different customer support agents, waiting on hold, or chasing an update. Customers can reply to agents at a time that suits them, with no risk of the conversation timing out or ending early.
The only time you may need to speak to multiple agents is if your issue needs to be escalated to a more senior staff member. But in these cases, there will be a clear handover of the problem to make sure you don't have to repeat yourself to the next person.
What can ‘Just Ask Once’ help with?
It is meant to work with any normal query or issue a Vodafone broadband or mobile customer could have. These include:
- Connectivity issues
- Billing questions
- Contract queries
- Help and advice
If an immediate solution cannot be reached, the customer service agent will proactively message the customer with updates so there is no need to chase a response. And if more information is required, the customer can reply on the app at a time convenient to them.
Whilst Vodafone is not promising to solve every query in one interaction, it will allow customers to leave their contract early without paying an exit fee for particular problems that are pursued but not resolved.
What queries can ‘Just Ask Once’ not help with?
This is not a service for purchases or cancellations. In some cases, there may be a specialist team that will be able to solve a problem more easily and customers will then be directed to a specialist team member instead.
For example, if your query relates to expert technical support, complex connectivity issues, or home moving queries, you may be redirected to another team.
For customers in debt, the collections team can help to handle this query.
Who can use ‘Just Ask Once’?
‘Just Ask Once’ is available to Vodafone pay monthly broadband and mobile customers, and small business customers with fewer than 10 employees.
Where can I access ‘Just Ask Once’?
Customers can reach the service through the MyVodafone app by messaging the 'TOBi' chatbot. Alternatively, Vodafone customer service is available by calling 191 from a mobile or via the Vodafone website for those who prefer not to use the app.
Maria Koutsoudakis, brand director a VodafoneThree says,
“The inspiration for the Just Ask Once campaign was drawn from the proposition itself. When it comes to customer service, customers just want it to work – clear, simple, and to the point.
We believe this will help set us apart for customers and future customers, and it will level-up customer care and give them what we believe is the most convenient and reliable support in the market.”
This development in customer service experience reflects a broader industry pivot to reduce the need for customers to juggle multiple channels to find their desired resolution.
‘Just Ask Once’ is Vodafone's attempt to make the customer service experience more 'human'. It connects you with real people and ensures a personal and supportive communication to find a solution to your query.
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