Vodafone will launch a new customer services portal to give customers access to real-time billing information on their handsets.
The new service will also provide interactive promotions and tutorials, such as step-by-step guides on how to use the mobile internet, download music or how to send an MMS.
Following a trial with more than 3000 customers in the UK and Spain Vodafone will begin a phased roll out of the on-device self-care service from this year.
Global director of customer value management at Vodafone Paul de Laat said: ‘We have conducted thorough trials over the last three months with customers. The trials have confirmed that on device self help, when simple and quick to use, is very desirable for customers as it gives them control of how and when they deal with us and makes the most of their time.’
Vodafone said that its new ‘self care services’, which at first will be available on open OS handsets, including S60, UIQ and Microsoft Windows Mobile, will not come at the expense of its current, traditional customer care channels.