The mobile operator is increasingly focusing on the digital customer experience, offering more and more useful and convenient features in its official app to simplify customers’ daily lives and make it easier for them to connect with the company when needed. While convenient digital solutions are becoming increasingly widespread, Yettel shops continue to provide customers with the opportunity for direct interaction. The operator has reimagined the traditional face-to-face service experience, putting immediacy at the heart of its customer service approach. This is reinforced by the new shop design, where, instead of the usual arrangement of tables and chairs facing each other, shop staff and customers can sit side by side on a comfortable sofa. Handset vendors’ products are also presented differently in the shop, with entire ecosystems displayed in dedicated premium spaces rather than individual handsets.
Alongside the new design, Yettel, as a digital company, has placed strong emphasis on introducing new features, including an innovative approach to accessibility. Visitors with disabilities can indicate their special needs when booking online and will then be assisted by the company’s staff on site. In practice, this means that by clicking the link in the SMS reply they receive upon check-in, customers can request personal assistance not only for navigating within the shop but also for reaching and entering it. The feature will be available in nearly 90 shops across the country from November.
The new, uniform design will be used in all Yettel countries, and several domestic shops are planned to be redesigned accordingly. After the preparatory phase, the mobile telecom company is working on a similar redesign of its other shops, taking into account the lessons learned.