Reinventing customer service

The project

VodafoneZiggo is the first communications company in the Netherlands to use pictures during service calls to improve the customer experience.

Reliable and consistent connectivity is key for today’s digital customers. When the internet and TV services are not working properly, customers want their provider to solve the problem immediately. However, it’s often difficult for the customer service representative to troubleshoot the problem as many customers struggle to explain their specific situation or carry out technical procedures to solve the problem.

The challenge? Solving customer issues by phone takes a long time and frequently requires costly technician visits for problems which could be solved remotely.

The opportunity? Use new digital solutions to improve customer and employee satisfaction, while at the same time become more cost-effective.

Our solution: co-creation

VodafoneZiggo and Accenture partnered to deploy Visual Customer Support, a cutting-edge, innovative solution enabling customers to share photos via their smartphone with customer service representatives for a quicker resolution of their issues. 

VodafoneZiggo wants to provide its customers with great experiences that make their lives simpler, better, and more fun. As a strategic partner in driving digital innovation, Accenture introduced TechSee, a start-up from the venture ecosystem that pioneers the use of visual customer support.

How does it work? The agent invites the customer to a one-off, secure session via SMS, without needing to install an app. The customer takes a picture of the equipment, and then receives instructions that resolve the issue.

Client profile

VodafoneZiggo is a leading Dutch company that provides fixed, mobile and integrated communication and entertainment services to consumers and businesses. As of June 30, 2017, they have more than 5 million mobile, nearly 4 million video, over 3 million fixed broadband internet and approximately 2.5 million fixed telephony subscribers. 

VodafoneZiggo is a joint venture between Liberty Global, the largest international TV and broadband internet company, and Vodafone Group, one of the world's largest telecommunication companies.