Vodafone's initiative to shift customers from assisted-only care to digital

The new-age digital customer is a reality in the telecom domain as well

the world going digital, customer service is evolving from being a human-led, call centre-based query resolution mechanism to a more digitally evolved system of self-care with 24x7 experiences. Taking cues from the evolving digital behaviour of customers, Vodafone India is developing new-age digital experiences for its 210-plus million customers. The operator has rolled out “Happy to help… IN A CLICK”, a digital transformation initiative which aims to move customers away from assisted-only care to digital self-care and anytime and doorstep services. The objective is to digitise end-to-end customer journey to free up time and resource bandwidth to boost