{"id":101913,"date":"2025-10-06T08:48:08","date_gmt":"2025-10-06T08:48:08","guid":{"rendered":"https:\/\/ekamu.net\/?p=101913"},"modified":"2025-10-06T08:48:08","modified_gmt":"2025-10-06T08:48:08","slug":"musteri-merkezli-vodafonela-oldu-bilin-donemi-basladi-4-5g-hizi-2-kat-artti","status":"publish","type":"post","link":"https:\/\/ekamu.net\/index.php\/2025\/10\/06\/musteri-merkezli-vodafonela-oldu-bilin-donemi-basladi-4-5g-hizi-2-kat-artti\/","title":{"rendered":"M\u00fc\u015fteri merkezli \u201cVodafone\u2019la Oldu Bilin\u201d d\u00f6nemi ba\u015flad\u0131: 4.5G h\u0131z\u0131 2 kat artt\u0131"},"content":{"rendered":"

<\/span> Dijital d\u00f6n\u00fc\u015f\u00fcm ve m\u00fc\u015fteri memnuniyeti alan\u0131nda \u00e7al\u0131\u015fmalar\u0131n\u0131 geni\u015fleten Vodafone, m\u00fc\u015fterilerine daha iyi bir deneyim sunmak i\u00e7in ba\u015flatt\u0131\u011f\u0131 yeni d\u00f6nemin detaylar\u0131n\u0131 payla\u015ft\u0131. \u201cVodafone\u2019la Oldu Bilin<\/strong>\u201d mottosuyla hayata ge\u00e7irilen yeni d\u00f6nemde Vodafone, harcamalar\u0131n kontrol alt\u0131nda tutulmas\u0131, bol avantaj sunulmas\u0131, 7\/24 hizmet verilmesi ve memnuniyet konular\u0131nda m\u00fc\u015fterilerinin yan\u0131nda olacak. <\/figure>\n

Vodafone’da yeni d\u00f6nem<\/b><\/p>\n

Son d\u00f6rt y\u0131lda 500\u2019den fazla iyile\u015ftirme aksiyonuyla m\u00fc\u015fteri memnuniyetinde \u00f6nemli ad\u0131mlar atan Vodafone, bu s\u00fcre\u00e7te m\u00fc\u015fterilerinden ald\u0131\u011f\u0131 geri bildirimlerle y\u00fczde 32 puanl\u0131k<\/strong> bir art\u0131\u015f<\/strong> sa\u011flad\u0131. Tavsiye edilme oran\u0131ndaki y\u00fczde 57\u2019lik y\u00fckseli\u015f<\/strong>, \u015firketin m\u00fc\u015fteri odakl\u0131 stratejisinin ba\u015far\u0131s\u0131n\u0131 g\u00f6zler \u00f6n\u00fcne seriyor.<\/p>\n

Vodafone T\u00fcrkiye \u0130cra Kurulu Ba\u015fkan Yard\u0131mc\u0131s\u0131 Meltem Bakiler \u015eahin<\/strong>, bu d\u00f6n\u00fc\u015f\u00fcm\u00fc \u015fu s\u00f6zlerle ifade etti:<\/p>\n

<\/span> \u201cM\u00fc\u015fteri deneyiminin, tek ba\u015f\u0131na ele al\u0131nabilecek bir olgu olmad\u0131\u011f\u0131n\u0131n, m\u00fc\u015fteri-\u00e7al\u0131\u015fan-ekosistem \u00fc\u00e7l\u00fcs\u00fcn\u00fcn bir bile\u015feni oldu\u011funun fark\u0131nday\u0131z. Bu bilin\u00e7le, yakla\u015f\u0131k 4 y\u0131l \u00f6nce, m\u00fc\u015fterilerimize rastlant\u0131larla dolu belirsiz bir deneyim yerine, onlar\u0131n ihtiya\u00e7 ve beklentilerini kar\u015f\u0131layan, \u00fczerine d\u00fc\u015f\u00fcn\u00fclm\u00fc\u015f ve hat\u0131rlanan deneyimler sunabilmek i\u00e7in harekete ge\u00e7tik.”<\/em> <\/figure>\n

“S\u00fcre\u00e7 i\u00e7inde \u015firket \u00e7ap\u0131nda irili ufakl\u0131 500\u2019den fazla iyile\u015fme<\/strong> aksiyonunu hayata ge\u00e7irdik… Art\u0131k, rahatl\u0131kla, m\u00fc\u015fterilerimiz i\u00e7in Vodafone\u2019da yeni bir d\u00f6nem ba\u015fl\u0131yor, diyebiliriz. T\u00fcm bu yapt\u0131klar\u0131m\u0131z\u0131n \u0131\u015f\u0131\u011f\u0131nda, m\u00fc\u015fterilerimize Vodafone olarak iyi bir deneyim ya\u015fataca\u011f\u0131m\u0131z\u0131n, ya\u015fatamad\u0131\u011f\u0131m\u0131z herhangi bir senaryoda ise bunu telafi edece\u011fimizin s\u00f6z\u00fcn\u00fc veriyoruz.<\/strong><\/em>\u201d<\/p>\n

4.5G h\u0131z\u0131nda iki kat art\u0131\u015f<\/b><\/p>\n

\u015eirket, altyap\u0131 yat\u0131r\u0131mlar\u0131n\u0131 da b\u00fcy\u00fct\u00fcyor. \u0130stanbul<\/strong>, Ankara <\/strong>ve Kocaeli <\/strong>gibi yo\u011fun \u015fehirlerde 4.5G h\u0131z\u0131n\u0131 iki kat<\/strong> art\u0131ran Vodafone, internet ba\u011flant\u0131 gecikme s\u00fcrelerini y\u00fczde 36 oran\u0131nda azaltt\u0131.<\/strong> Bu yat\u0131r\u0131mlar sayesinde internet h\u0131z\u0131ndaki yava\u015flama ve kapsama alan\u0131 sorunlar\u0131 ya\u015fayan m\u00fc\u015fteri say\u0131s\u0131 y\u00fczde 25 oran\u0131nda d\u00fc\u015ft\u00fc.<\/strong> Ayr\u0131ca konu\u015fma kalitesinde problem ya\u015fayan m\u00fc\u015fteri say\u0131s\u0131nda y\u00fczde 30 iyile\u015fme <\/strong>sa\u011flan\u0131rken \u00e7a\u011fr\u0131 merkezine gelen mobil \u015febeke kaynakl\u0131 ayl\u0131k \u015fik\u00e2yet kayd\u0131 oran\u0131 ise ge\u00e7en y\u0131la k\u0131yasla y\u00fczde 65 azald\u0131.<\/p>\n

Bunlar\u0131n yan\u0131 s\u0131ra Vodafone, ma\u011fazalar\u0131n\u0131 birer teknoloji deneyim merkezine d\u00f6n\u00fc\u015ft\u00fcr\u00fcyor. \u015eirketin “Ak\u0131ll\u0131 Asistan\u0131m” ad\u0131n\u0131 verdi\u011fi yapay zeka \u00e7\u00f6z\u00fcm\u00fc, m\u00fc\u015fterilere saniyeler i\u00e7inde destek sunuyor. Ayr\u0131ca, ma\u011fazalarda m\u00fc\u015fterilerle empati kurabilen ve \u00e7\u00f6z\u00fcm odakl\u0131 hizmet veren ekiplerin yetkinlikleri art\u0131r\u0131ld\u0131.<\/p>\n

Vodafone i\u00e7i devirlerde yeni s\u00fcre\u00e7<\/b><\/p>\n

<\/span> Vodafone\u2019lu bir m\u00fc\u015fterinin bir di\u011fer Vodafone m\u00fc\u015fterisine hatt\u0131n\u0131 devretmesini kapsayan Vodafone i\u00e7i devir s\u00fcrecinde de yenili\u011fe giden Vodafone, devreden ve devralan ki\u015filerin ayn\u0131 ma\u011fazada bulunma zorunlulu\u011funu kald\u0131rd\u0131. Vodafone, ek olarak bu devir i\u015flemlerinde m\u00fc\u015fterilerinden kampanya erken \u00e7\u0131k\u0131\u015f bedelini de alm\u0131yor. <\/figure>\n

Otomasyonla 731 bin saatlik s\u00fcre\u00e7 dijitalle\u015fti<\/b><\/p>\n

Vodafone, m\u00fc\u015fteri hizmetleri deneyimini art\u0131rmak i\u00e7in yakla\u015f\u0131k 4 y\u0131l \u00f6nce ba\u015flatt\u0131\u011f\u0131 robotik s\u00fcre\u00e7 otomasyonu yolculu\u011funda 265\u2019in \u00fczerinde s\u00fcre\u00e7 tasarlad\u0131. Bu otomasyon sayesinde, 731 bin saatlik s\u00fcreci yapay zeka destekli otomasyon aksiyonlar\u0131yla dijitalle\u015ftirdi ve \u00e7\u00f6z\u00fcm s\u00fcrelerini k\u0131saltt\u0131. Bu sayede, m\u00fc\u015fterilerin talep ve \u015fik\u00e2yetleri daha h\u0131zl\u0131 \u00e7\u00f6z\u00fcme kavu\u015fturularak, m\u00fc\u015fterilere 300 bin saati a\u015fk\u0131n zaman tasarrufu sa\u011fland\u0131.\u00a0<\/p>\n

Her ay 14 milyon m\u00fc\u015fteriye anl\u0131k bildirim gidiyor<\/b><\/p>\n

Vodafone, analitik tahminleme modelleri sayesinde, m\u00fc\u015fterilerine, \u015febeke deneyiminden yurtd\u0131\u015f\u0131 kullan\u0131m \u00f6nerilerine, a\u015f\u0131m uyar\u0131lar\u0131ndan fatura hat\u0131rlatmalar\u0131na kadar ihtiya\u00e7 duyabilecekleri her konuda destek oluyor. Her ay 14 milyon m\u00fc\u015fteriye anl\u0131k bildirim ve SMS, 6 milyon m\u00fc\u015fteriye TOBi konu\u015fma balonu ile ula\u015fan Vodafone, geli\u015ftirdi\u011fi dil modelleri sayesinde m\u00fc\u015fterilerin ne dedi\u011fini anlayarak onlara en uygun \u00e7\u00f6z\u00fcm\u00fc sunuyor.<\/p>\n

\u201cVodafone\u2019la Oldu Bilin\u201d d\u00f6nemi ba\u015flad\u0131<\/b><\/p>\n

Vodafone, m\u00fc\u015fteri memnuniyetinde \u201cVodafone\u2019la Oldu Bilin\u201d mottosuyla yeni bir d\u00f6nem ba\u015flatt\u0131. M\u00fc\u015fterilerine iyi bir deneyim ya\u015fataca\u011f\u0131n\u0131n, ya\u015fatamad\u0131\u011f\u0131 durumda ise bunu telafi edece\u011finin s\u00f6z\u00fcn\u00fc veren Vodafone, harcamalar\u0131n kontrol alt\u0131nda tutulmas\u0131, bol avantaj sunulmas\u0131, 7\/24 hizmet verilmesi ve memnuniyet sa\u011flanmas\u0131 konular\u0131nda m\u00fc\u015fterilerinin yan\u0131nda duruyor. \u015eirket, m\u00fc\u015fterilerine harcamalar\u0131n\u0131 kontrol alt\u0131nda tutaca\u011f\u0131 \u00e7\u00f6z\u00fcmler ve b\u00fct\u00e7e dostu teklifler sunuyor; sa\u011flad\u0131\u011f\u0131 avantajlarla g\u00f6n\u00fcllerini kazan\u0131yor; problemlerini ilk temasta \u00e7\u00f6z\u00fcyor; vaat etti\u011fi deneyimi ya\u015fatamazsa bunu telafi ediyor.<\/p>\n

A\u015f\u0131m bedeli bir defaya mahsus iade ediliyor<\/b><\/p>\n

Vodafone, memnuniyet vaadi kapsam\u0131nda, m\u00fc\u015fterilerinin a\u015f\u0131m yapmas\u0131n\u0131 \u00f6nleyecek, yapsa da bunu telafi edecek aksiyonlar al\u0131yor. M\u00fc\u015fterinin tarifesi %80 ve %100\u2019\u00fcne geldi\u011finde \u201cASIMUYARI\u201d ba\u015fl\u0131\u011f\u0131yla bilgilendirici SMS\u2019ler g\u00f6nderen Vodafone, tarifenin %100\u2019\u00fcn\u00fcn kullan\u0131ld\u0131\u011f\u0131 durumda telefon ekran\u0131n\u0131n tamam\u0131n\u0131 kaplayan bir bilgilendirme mesaj\u0131 iletiyor. Yan\u0131mda uygulamas\u0131n\u0131n i\u00e7indeki ki\u015fisel dijital asistan TOBi kalan kullan\u0131mlarla ilgili proaktif hat\u0131rlatmalar yap\u0131yor. Ayr\u0131ca m\u00fc\u015fteriler, tarifesi %80\u2019ine geldi\u011fi zaman otomatik olarak A\u015f\u0131m Uyar\u0131 Servisi\u2019nden \u00fccretsiz bilgilendirme aramas\u0131 alabiliyor. T\u00fcm bilgilendirmelere ra\u011fmen fark\u0131nda olmadan a\u015f\u0131m yap\u0131lmas\u0131 durumunda ise 1.000 TL\u2019ye kadar olan a\u015f\u0131m \u00fccreti bir defaya mahsus olmak \u00fczere m\u00fc\u015fteriye t\u00fcm kanallardan iade ediliyor. A\u015f\u0131m iade hizmeti, sadece yurti\u00e7i kullan\u0131mlar\u0131n\u0131 kaps\u0131yor.<\/p>\n\n

<\/span><\/p>\n

Kaynak :\u00a0https:\/\/www.donanimhaber.com\/musteri-merkezli-vodafone-la-oldu-bilin-donemi-basladi–185058<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Dijital d\u00f6n\u00fc\u015f\u00fcm ve m\u00fc\u015fteri memnuniyeti alan\u0131nda \u00e7al\u0131\u015fmalar\u0131n\u0131 geni\u015fleten Vodafone, m\u00fc\u015fterilerine daha iyi bir deneyim sunmak i\u00e7in ba\u015flatt\u0131\u011f\u0131 yeni d\u00f6nemin detaylar\u0131n\u0131 payla\u015ft\u0131. \u201cVodafone\u2019la Oldu Bilin\u201d mottosuyla hayata ge\u00e7irilen yeni d\u00f6nemde …<\/p>\n","protected":false},"author":1,"featured_media":101914,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[6040,2580,845,1151],"class_list":["post-101913","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-teknoloji","tag-asim","tag-deneyim","tag-musteri","tag-vodafone"],"_links":{"self":[{"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/posts\/101913","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/comments?post=101913"}],"version-history":[{"count":1,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/posts\/101913\/revisions"}],"predecessor-version":[{"id":101918,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/posts\/101913\/revisions\/101918"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/media\/101914"}],"wp:attachment":[{"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/media?parent=101913"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/categories?post=101913"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ekamu.net\/index.php\/wp-json\/wp\/v2\/tags?post=101913"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}