Movistar revolutionizes customer service in Spain with personalized follow-up.

Movistar today announced a revolution in the company's customer service mechanisms and protocols, with a set of measures designed to facilitate and simplify customer contact and the resolution of any needs. These improvements to customer service have been grouped under the concept "Movistar por ti" (Movistar for you ) and are based on simple procedures, streamlined processes, and personalized follow-up.

Movistar's "for you" measures include a commitment to resolve billing inquiries on the same call, or within a maximum of 24 hours if additional procedures are necessary. If an in-home visit is required for installation, the customer will be summoned on the same call in which they request the service, without the need for a subsequent call.

A single interlocutor

Likewise, the customer will always have a single, identified contact person responsible for handling the request. They will also find a specialist responsible for following up on the query until it is resolved, calling the customer to keep them informed, and following up until the request is fully resolved.

Before contracting any service, Movistar will send all information in writing and request your approval with an electronic signature . If unusual usage is detected, Movistar will notify the customer and offer the option to block it before the bill arrives.

Furthermore, no Movistar agent will offer new products or services until all prior arrangements have been fully resolved .

Likewise, calls will be routed to speak to a person , and there will always be an option to do so, although technology helps the customer navigate to the appropriate team.

Additionally, Movistar will prioritize calls from seniors to the toll-free number 1004, which automatically recognizes senior customers (over 65) to provide support and advice.

Likewise, customer retention is eliminated, giving way to service that keeps the customer online with continuous explanations of the procedures being carried out.

Pedro Serrahima, Director of Customer Experience and Quality at Telefónica Spain, noted that " Movistar por ti is the most profound transformation we've made in the way we serve customers at Movistar, and probably in the entire sector. It's a complete cultural shift : we've redesigned every process with the sole objective of delivering excellence to the customer. We've invested in technology, not to replace people with robots, but to invisibly accompany and simplify the agent's work. In addition, we've eliminated all commercial conditioning and all internal complexity for our agents. We've given them the power and tools to decide, care, resolve, and respond. All in a single call, and all with naturalness and efficiency."

Since 2023

This project began in 2023 with a group of 230,000 customers and has subsequently expanded. With the launch of Movistar for You, the initiative is now extended to all Movistar customers . To implement these measures , the work of all the operator's agents (internal and external) has been standardized through a single common platform . Currently, nearly 70% of claims are being resolved immediately, and of the remainder, almost all are resolved within a maximum of 24 hours. Since 2023, Movistar has managed to reduce one in three claims in Spain.

Improvements to 'miMovistar' features

Meanwhile, Telefónica has announced that starting next Wednesday, the miMovistar convergent rate portfolio (the operator's flagship offering and the choice of the majority of its residential customers) will adopt various free improvements to its features.

One of these improvements will be the availability of on/off fiber for second homes, meaning customers can have fiber in another home, but will only pay for the days they activate it through the app. That is, if a customer has contracted 300 Mbps fiber (€15/month) for their second home and only activates it on the eight weekend days of the month, they will pay just €0.50 per day, or €4 per month, which would rise to €5.33 for 600 Mbps fiber (at a cost of €20/month) or €6.66 for the highest-speed plan, 1 Gbps (which costs €25/month).

Another improvement is that the MultiSIM service will be available for free, allowing customers to use their number on up to four devices at once (mobile phone, tablet, smartwatch, etc.), with up to three additional SIM cards. This service previously cost €8 per month.

Movistar will also increase internet access speeds on its mobile lines to 2 Gbps using the 5G network. Telefónica has the largest 5G deployment in Spain in the 3.5 GHz band, which has the most frequencies and, therefore, provides the greatest speed and capacity to customers.

Likewise, miMovistar will include unlimited calls from landlines, not only to landlines, as before, but also to mobile phones, which until now were limited to 50 minutes per month.

These measures will be applied based on the customer's miMovistar convergent rate, always at no additional cost and with the option of activating them through Movistar channels (1004, app, website, or store).

Specifically, starting next Wednesday, miMovistar IIlimitado x2 and x4 will include the MultiSIM service free of charge, on/off fiber for second homes, and unlimited calls from landlines.

For those who have subscribed to miMovistar Unlimited, the additional 50 GB mobile line will now have unlimited data, always at maximum speed.

In myMovistar Max, unlimited data will also be applied to the additional 100 GB mobile line, in addition to increasing the fiber speed from 600 Mb to 1 Gb.

For the remaining convergent plans, Movistar will double the maximum speed GB on mobile phones, from 30 to 60 GB.