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Reinventing customer experience for telcos

January 19, 2021

RESEARCH REPORT

In brief

Situation

2020 State of mobile

204B

2019 Worldwide downloads

120B

USD worldwide app store consumer spend in 2019

7h

Per day spent in mobile by the average user in 2019

825%

Higher average IPO valuation for mobile companies in 2019

60%

USD worldwide app store consumer spend in 2019

According to Accenture's Wireless Purchase Study from September 2020, a staggering 74% CSP customers value digital interactions over in-store, phone or home interactions.

Vodafone’s journey

Introducing TOBi

"Hello, I am TOBi, your virtual assistant. Vodafone built me to help you quickly and easily 😊," TOBi says. That’s how TOBi answers, if a customer starts a conversation via WhatsApp.

Why Chatbots?

Speed

No support member needs to be available, since the chatbot can filter requests to a granular level. The customers waiting time is reduced heavily.

Flexibility

The customer can write their request 24/7 and knows that it is taken care of. In case the chatbot can’t help, a real agent can take over.

Personalization

Chatbots are getting smarter with every customer request. Therefore, companies can personalize the communication through the collected data.

Takeaways

1. Higher containment rate

There are far fewer dropped calls. Vodafone, for instance, has doubled its containment rate since integrating WhatsApp.

2. Increased customer satisfaction

People are happier with a streamlined experience that translates into significantly less wait time, more flexibility, control of their chat histories.

3. Increased profitability

With less workload for call center employees, companies can reap OPEX savings, particularly in developed countries where it is costly.

Main outcomes

200K

Customer per month serviced per WhatsApp channel

80%

Customer problems solved

"We believe that in three to five years, messaging as a contact channel will have overtaken the classic channels such as the call hotline and email."

— JÖRG KNOOP, Lead Technology Digital Incubator – Vodafone Germany

Meet the team

Jörg Knoop

Lead – Technology Digital Incubator Vodafone

Sacha N. Kraft

Digital Transformation for Tech, Telco, Energy,B2B and Consulting industries Facebook

Louis Moynihan

Product Business Director – WhatsApp Facebook

Alfonso G. Imbroda

Managing Director – Song, Communications & Media Industry Lead

Dr. Michael Schmid

Managing Director — Accenture Strategy

Juergen Spanger

Industry Interlock Communication, Media and Technology Accenture Interactive

Jessica Birth

Head – Digital Service Vodafone

Related capabilities

Customer insight & growth

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