Our approach boosts key performance metrics while reducing costs by harnessing the expertise of friendly, skilled, and efficient professionals—supported by powerful AI analytics. Sound good?
We empower businesses to deliver exceptional customer service by combining two powerful elements with AI:
Transform customer interactions into loyalty-building moments
Convert service touchpoints into business opportunities
Drive customer satisfaction through empathetic problem-solving
Identify and eliminate customer friction points
Recommend optimal self-service solutions
Design seamless customer journeys
30% reduction in service volumes
Higher customer satisfaction scores
Increased customer loyalty and retention
Optimized operational costs
3C Online has been providing 1st line support to Vodafone’s customers since 2019 for the IITC service, Internet in the car. IITC is a Wi-Fi hotspot that provides internet connectivity to the car and other devices.
The support is available year-round from 08:00 to 18:00 and covers Denmark, Norway, and Sweden. Through this service, both new and existing customers receive quick assistance with common questions, such as getting started with the service, subscription inquiries, or basic troubleshooting.
Cases that cannot be resolved immediately are escalated to 2nd line support for consultation before providing feedback to the customer. This ensures a smooth and efficient support chain, where 2nd or 3rd line support never has direct contact with the end customer. For more complex cases, customers are always offered temporary services free of charge so they can continue using the service while the issue is being investigated, enhancing the Vodafone experience.
3C Online supports Vodafone by handling less complex cases, relieving the internal organization. For Vodafone’s customers, the customer experience is enhanced by providing fast service with a wait time of under one minute.
We are more than happy to assist you and your customers to simplify everyday life. Feel free to get in touch, and we will provide more information.
