Posted by BobaFett
"Seattle, WA & London, UK - February 14, 2008 - SNAPin Software, the leader in mobile interaction management, today announced Vodafone Group, the world’s leading international mobile communications group, has entered into an agreement to deploy SNAPin’s SelfService software as part of a global initiative to increase customer satisfaction, and grow customer loyalty.
Vodafone will use SNAPin’s SelfService software to provide its customers with the ability to automatically resolve common problems directly on their mobile phone. For instance, customers will now be able to diagnose and repair configuration problems, make account inquiries and solve problems directly on their handsets. Vodafone customers will gain more control of when and how they access help, quickly and in an intuitive way.
Paul de Laat, global director of customer value management for Vodafone said, “excellent customer service is central to how we acquire and retain loyal customers. A large part of this is giving our customers a choice of when and how they contact us and providing them with accurate and timely help when they need it. We have conducted thorough trials with SNAPin and it was very clear that self help directly on the handset improves overall customer satisfaction and grows loyalty. It was also evident that this kind of differentiated service could potentially stimulate additional revenue as customers become more confident and interested to try new service offerings.”
“Vodafone is recognised as a market-leading mobile operator worldwide. The company has a strong focus on enriching its customers’ lives by maintaining a superior level of customer service,” said Robert Lewis, SNAPin president and chief executive officer. “It is a testament to our company vision as well as our innovative software that Vodafone has selected SNAPin."
SNAPin’s vision is to deliver market-leading mobile self-service software to not only improve the customer care experience in the mobile industry through operator implementation of SelfService Care, but also to increase customer adoption of new mobile services and features.
"Vodafone’s commitment to self-service innovation revolutionises the way its customers discover and use information on their device,” said Jason Choy, managing director, EMEA, SNAPin Software. “We are very proud that our SelfService software has been so successful for them, and we look forward to delivering a trusted, relevant and personalized experience to Vodafone customers across the globe.”