Case Study: Vodafone Portugal achieves increased self-service adoption and reduced support costs with eGain

Vodafone Portugal is Improving the Customer Experience with Unified and Easy-to-Use Online Channels

Vodafone Portugal aimed to improve customer experience and cut costly contact‑center interactions by shifting users to digital self‑care. The operator faced the twin challenges of relatively low Internet penetration (~48%) and customer reluctance to use online support, so it needed a simpler, more accessible and relevant online channel available via web, mobile browsing and SMS.

It launched Askonline, an eGain‑based integrated knowledge hub that contextualizes FAQs and troubleshooting, aggregates third‑party content, offers a guiding avatar (RED) and supports mobile/SMS access and corporate licensing to reduce costs. Between Aug 2009 and Jul 2010 FAQ session share rose from 16% to ~26% (and from 39% to 66% of agent‑handled calls); contact‑center calls fell 6%, e‑mails 20% and chats 73%, with 79% of customer questions solved via the site.

Vodafone