Each Viettel subscriber has a "private care team"

(Dan Tri) - In traditional thinking, personalization is associated with the concept of expensiveness. However, the latest update of the Viettel Tammi ecosystem is redefining this standard: turning the privilege of 1-1 care into a universal experience.

One weekend, while preparing meals for the whole family, Ms. Thuc Quyen in Giang Vo, Hanoi received a call from Viettel's technical staff informing her that her Internet connection was having an error, asking her to restart the modem to fix the problem. After following the instructions, Ms. Quyen thanked her and asked to save the caller's information for future contact.

However, instead of agreeing, Nguyen Duc Loc - Viettel technical staff in the area - instructed her to install the Viettel Tammi application to connect with a separate care team of up to 4 people for 3 mobile subscribers and 2 FTTH subscribers that she named in the contract.

"We can change jobs, but your own customer care team, Viettel employees who understand customer service and behavior, are always present. If you have any support requests, please visit MyViettel on Tammi for the fastest support," Nguyen Duc Loc shared with customers.

A proactive call from the network operator not only brought sympathy to Ms. Quyen but also created an unbelievable surprise. Instead of calling the switchboard to report a problem, waiting for the error to be pushed down to the intermediate layers for management and then to the customer, now, the proactiveness in customer care has reached the point where customers don't even know there is an error in their service, and when they need support, users can contact technical staff in just a few seconds.

Ms. Quyen calls this a "revolution" in Viettel's customer care.

"Previously, I felt that Viettel's customer care was very good, but now I have to say it is excellent and very 'on target'. It is not a virtual assistant or an automatic switchboard, I am being taken care of by 4 real people for essential telecommunications services," Ms. Quyen shared.

When "personal care" becomes an experience for customers

For decades, the world's high-end service model has always revolved around one core principle: People serving people in a specialized way. An upper class family has a housekeeper to take care of all the big and small things in the house; a businessman has a personal assistant to manage his schedule; Or a patient has a personal doctor who closely monitors each health indicator. What these services have in common is absolute personalization, understanding and immediate support.

However, cost and resource barriers have made this model difficult to access for the majority. In the field of mass market services such as telecommunications or technology, businesses often choose optimization solutions using automatic switchboards, virtual assistants or common standard processing processes. Customers, whether they like it or not, still have to accept waiting or talking to the machines every time there is a problem.

A question arises: Is it possible to bring the spirit of personalization to tens of millions of common users while still ensuring closeness and understanding? The solution has just been given by Viettel through a strategic transformation on the Viettel Tammi platform.

Customers no longer have to fumble through information matrices or complex operations on their own. They have a "digital butler" ready to support, listen and understand their own personal or household usage context.

This is also a safety shield against the risk of fraud in the context of increasingly sophisticated tricks to impersonate network employees. Displaying the name of the employee in charge directly on the application is an affirmation of credibility.

Bringing technology back to human values

Arranging dedicated care staff for each subscriber does not stop at a product feature, but reflects a profound change in Viettel's service philosophy.

It is the application of modern technology (AI, Big Data, Cloud infrastructure) to optimize human service capacity for humans, making Viettel Tammi a companion of customers.

If technology helps Tammi seamlessly connect services from phone, camera, television to the phone of each family member, then the personal care staff is the "emotional fulcrum" - where customers find peace of mind, trust and respect.

Viettel is proving that: Top technology does not necessarily have to be strange or complicated. Technology for humanity is when it popularizes the most luxurious privileges, so that anyone, anywhere, with just a mobile phone in their hand, has a "family member" who silently takes care of, protects and cares for them every day.