Case Study: Vodafone achieves higher NPS and lower technician dispatch with TechSee Visual Assistance

Vodafone Group Plc transforms customer service delivery, achieving major improvements to a range of CX and operational KPIs

Vodafone Group Plc, a major global telecommunications provider, sought to differentiate its customer service and improve operational efficiency by reducing technician dispatches and increasing first contact resolution rates. To address this challenge, Vodafone partnered with the vendor TechSee to implement its web-based Visual Assistance technology, which enables live video support.

The solution from TechSee allowed Vodafone's agents to visually guide customers through issues remotely. This implementation resulted in a 10% reduction in technician dispatch rates, a 5-point increase in First Contact Resolution, and a 15% boost in Net Promoter Score, delivering significant cost savings and enhanced customer satisfaction.

Vodafone

George De Visser

Director Customer Care