Case Study: Vodafone achieves a 15-point tNPS increase with ChatLingual

Vodafone boosts tNPS by 15 points with ChatLingual

Vodafone, a leading global telecommunications company, faced challenges in delivering consistent, high-quality customer support across its many international markets. They were constrained by the need to hire and staff separate, minimum-sized teams for each language they supported, and they struggled to find in-country agents with sufficient product expertise. To address these issues, Vodafone partnered with ChatLingual and implemented its multilingual messaging platform.

By using ChatLingual's real-time translation, Vodafone enabled its English-speaking product experts to serve customers in over 100 languages. This solution eliminated the language barrier, allowing the company to focus on hiring for skill rather than linguistic ability. The results were significant: Vodafone saw a 13% reduction in handling time, an 80% first call resolution rate, and a 15-point increase in their tNPS, all while achieving 75% faster deployment in new markets.

Vodafone