On 11 April 2016, Viettel Telecom Corporation announced that it had successfully tested multi-channel customer care management system (Social Care) which was available in Vietnam for the first time. With this system, Viettel Customer Care staffs can assist customers instantly via new modern and relevant trend methods: online chat (Mocha messenger, Web chat via Viettel Portal, and USSD-based chat), responding to feedbacks via social networks (Facebook Fanpage), and sending email. This is one of innovations in Customer service of Viettel in 2016.

This multi-channel customer care management system has been studied and developed by the Viettel’s engineers. A special feature of the system is the capable of expanding the scope of receiving answers and care for customers on most of the existing popular online connection methods, instead of receiving only through the traditional type. Accordingly, the system will automatically receive customer feedbacks from social networks, forums, and some popular OTT applications. It also decentralizes the management, controls information and quality of customer care.

It can be said that proactively receiving feedbacks from customers via online means of communication in addition to the traditional reception channels has brought an excellent improvement to the customer care service of Viettel. On the other hand, this movement also shows Viettel has been flexible and caught up with the modern communication trends to support and to provide customers with increasingly high quality services.

Mr. Nguyen Viet Dung - General Director of Viettel Telecom said: “When applying the multichannel customer service management system, Viettel is expected to maximum meet the customer demands as well as quickly solve the problems in the process of using its products and services for customers in the fastest and most diverse manners. And now, whenever, wherever and through all means of the most common connection, customers can get the most attentive care of the Viettel Customer Service staffs.”

At present, together with the call center staff of more than 5,000 people, and the modern Interactive Voice Response (IVR), Viettel continues training specialized online customer service staff with the average reception capacity of nearly 5,000 questions per day, serving over 300,000 interactions. It is expected that this potential will continue to be promoted in the coming period to develop the online customer care channel, bring new experiences to customers of Viettel.