Vodafone creates its own social forum

Vodafone creates its own social forum

Summary: Following complaints about Vodafone's network coverage issues on Twitter, Facebook and Whirlpool, the company has launched its own social networking forum called the Community.

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Following complaints about Vodafone's network coverage issues on Twitter, Facebook and Whirlpool, the company has launched its own social networking forum called the Community.

Vodaforum

(Screenshot by Josh Taylor/ZDNet Australia)

The company said that it had tracked more than 81,000 comments from customers across a range of social media outlets in 2010, and was now working on increasing the social media staff available from 8am to 8pm, seven days a week.

The company decided to create the open forum for customers to share their experiences, and to create a single resource for customers to search through if they experience issues.

"Launching the Community means our customers now have a destination where they can not only let us know what they need or think, but they can share their expertise and experience with other customers," Vodafone director of customer service Cormac Hodgkinson said in a statement.

The forum is broken up into a number of discussion topics including phones, pre-paid and post-paid plans and network coverage. The forum devoted to network coverage is already hosting a number of customers' comments on coverage issues in their individual areas.

Last week, Vodafone Hutchison Australia CEO Nigel Dews admitted that the company had initially failed to appropriately communicate with customers about the telco's network issues last year.

Topics: Social Enterprise, Telcos

About

Armed with a degree in Computer Science and a Masters in Journalism, Josh keeps a close eye on the telecommunications industry, the National Broadband Network, and all the goings on in government IT.

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3 comments
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  • At the height of the Vodafone network disaster in late 2010 Vodafone had its own blog. What became evident at that time is that it was unable or unwilling to respond to the tough questions.

    Not only did Vodafone delete (or subsequently modify) its own blog entries it also did not approve certain customer comments – it tried to present a sanitised view. I simply cannot trust Vodafone to properly manage its so-called community forum. This is nothing more than a way to funnel comments into a Vodafone-controlled place.

    There is already a community discussion board, it’s called Whirlpool www.whirlpool.net.au Vodafone has its social media team representatives participating in Whirlpool. That’s where the discussion should rightfully stay.

    Discussion or complaints about Vodafone should not be at some Vodafone-controlled site where posts can be purged (or whatever) at the whim of the very organisation complained about.
    JustSomeGuy-1ae71
  • vodafone is worst....it got all type of technical problems,with online recharge
    This is worst service i have never experinced in my life
    kiran_peru
  • dwswd
    kiran_peru