Customer service is one of the most sensitive areas for any telecommunications operator, and Movistar has decided to invest heavily in this aspect to improve your users' experienceThrough the "Movistar for You" initiative, the company seeks to offer closer, faster, and more efficient service to those who require assistance or have questions related to its services.
With this transformation, cumbersome automatic processes are eliminated and human attention is enhanced, giving priority to agility and personalization in each transaction. Customers have been informed of the updates in recent weeks, and the company aims to convey transparency and trust to its user base.
A service that simplifies procedures and speeds up responses
Among the main improvements of this new care, it stands out that now Billing queries are resolved on the same call or, at most, within 24 hours. If the procedure requires additional steps. And if it's necessary to send a technician to the customer's home, the appointment is scheduled with the first phone call, avoiding unnecessary waits or additional calls.
During the call, the client stay online and receive continuous explanations about the procedures being carried out, leaving behind the classic waiting messages and uncertainty about the status of their request. In addition, each user has a single and perfectly identified interlocutor, who is responsible for the consultation, follows up, and ensures everything is resolved. This contact person can be a specialist responsible for actively informing the customer until the problem is fully resolved.
Commitment to older people and additional protection
Another relevant novelty is the prioritizing calls from older people to the toll-free number 1004, which now automatically recognizes senior users to offer them closer, priority support. Movistar seeks to facilitate access to care for those who most often need support, thus strengthening its commitment to the community.
In terms of security, the company has reinforced the protocols for prevent fraud and cyber scamsBefore closing any contract, the customer receives all information in writing and must give their approval via electronic signature. If unusual usage is detected, the user is notified and offered the opportunity to block the transaction before the bill is issued.
Attention without commercial pressure and with always humane option
In this new model of care, No additional products or services are offered until the initial customer process has been fully resolved. The entire process is focused on resolving the reason for the call without distractions or parallel sales attempts.
In addition, there is always the possibility of speak directly to a person, regardless of the technology available to handle inquiries. Movistar is committed to ensuring that human support remains accessible at all times, even though technological improvements have been implemented to streamline the process.
Additional improvements at no extra cost to convergent services
Beyond personalized attention, the operator incorporates Improvements to its miMovistar convergent offering at no additional cost to the user. Some of these new features include the on/off fiber option for second homes, the MultiSIM service for using the same number on up to four devices, increased speeds on mobile lines up to 2 Gbps thanks to its 5G network, and reinforced anti-fraud measures, automatically blocking suspicious calls.
These benefits are applied according to the specific plan each customer has contracted, and can be conveniently activated through Movistar's usual channels: phone, app, website, or in-store. For example, those with plans myMovistar Unlimited x2 or x4 They will include the new MultiSIM and fiber optic features for second homes, along with unlimited landline calls. Other plans include expanded mobile data or doubled fiber optic speeds, consolidating the company's commitment to providing real value to users.
A commitment to transparency and long-term satisfaction
The launch of "Movistar for You" coincides with a shift in focus within the company. According to Pedro Serrahima, Director of Customer Experience and Quality at Telefónica Spain, This redesign seeks to return human attention and naturalness in each contactHe emphasizes that the entire structure is now focused on empowering agents and resources to care for, resolve, and respond effectively, eliminating internal obstacles or pressure from salespeople. Investments have been made in technology, but always to serve personal service, not as a substitute.
These new measures are communicated directly and personally to customers through letters and emails, where both the improvements in service and benefits are explained in detail.
Movistar seeks to strengthen trust, closeness, and transparency with its customers through these actions, achieving levels of satisfaction that transcend traditional customer service models in the telecommunications sector.