Telefónica’s main brand, Movistar, is setting new standards in customer service by launching “Movistar por ti” on June 18th. This initiative promises a “total cultural change” in how customer needs are addressed, optimizing processes and offering numerous benefits at no additional cost to users. Discover how Movistar is redefining customer care in Spain and what specific improvements you can expect.
Movistar, a cornerstone of the telecommunications landscape in Spain, is fundamentally re-shaping its customer service. Starting Wednesday, June 18th, “Movistar por ti” will be introduced – a groundbreaking initiative aimed at simplifying and accelerating the interaction between customers and providers. As the company emphasizes, there will be no additional costs for these comprehensive improvements. This is important news for all Movistar customers and a clear signal to the entire telecommunications market.
Simplifying and Accelerating Customer Interactions
One of the key innovations of “Movistar por ti” is the significant improvement in handling billing inquiries. Going forward, these are to be resolved either during the same call or within a maximum of 24 hours if more complex steps are required. The end of annoying waiting loops is another highlight: customers will no longer be held in endless queues but will receive a continuous explanation of the steps being taken.
The concept of a “single identified contact person” is central to this. This means that a dedicated specialist will be responsible for tracking an inquiry until its complete resolution, proactively informing the customer of the progress. This personal support is intended not only to increase efficiency but also to sustainably strengthen customer trust and satisfaction in Spain.
Priority for Seniors and Transparent Communication
Movistar places particular emphasis on the needs of elderly customers. Calls from seniors to the toll-free number 1004 will be automatically recognized and prioritized to ensure fast and comprehensive support. This underscores Movistar’s commitment to inclusive and accessible customer care.
Another important aspect is increased transparency in contract agreements. Before a service is commissioned, customers receive all relevant information in writing and must confirm their consent with an electronic signature. This creates additional security and prevents misunderstandings. Furthermore, Movistar will proactively detect unusual consumption and notify customers, giving them the option to initiate a block before unexpectedly high bills occur.
A promise that builds trust: no agent will offer new products or services until all previous concerns and procedures have been fully resolved. This customer-centric strategy signals a paradigm shift in sales practices.
“A Total Cultural Change” – Pedro Serrahima on the Vision
Pedro Serrahima, Director of Customer Experience and Quality at Telefónica de España, describes “Movistar por ti” as the “most profound change we have made in the way we serve our customers at Movistar and probably in the entire industry.” He emphasizes the “total cultural change” and the redesign of every process with the goal of “delivering excellence.”
Serrahima highlights that investments in technology are not intended to replace people with robots but to facilitate and optimize the work of agents. “We have given them the power and tools to decide, to take care of them, to find a solution, and to respond. All in a single call and all naturally and efficiently,” says Serrahima. This is the result of years of dedicated work aimed at reclaiming the human, precise, and simple attention customers deserve.
Improvements in the miMovistar Offer
In parallel with the customer service innovations, “Movistar por ti” also offers a series of free improvements for the converged miMovistar offer. These include:
- Fiber On/Off for Second Homes: Customers can use fiber in a second home and only pay for the days they activate it.
- MultiSIM Service: Allows using the phone number on up to four devices simultaneously (mobile phone, tablet, etc.) with up to three additional SIM cards.
- Increased Mobile Speed: Up to 2 Gbps to make optimal use of the 5G mobile network.
- More Security and Fraud Protection: Automatic blocking of fraudulent calls by Movistar.
These improvements will be applied depending on the miMovistar tariff and can be activated by customers via Movistar channels (1004, App, Website, or Store). Particularly noteworthy are the free integration of the MultiSIM service in miMovistar Ilimitado x2 and x4, as well as unlimited calls from landlines. With miMovistar Ilimitado, additional mobile connections with 50 GB now receive unlimited data. Customers of miMovistar Max benefit from unlimited data volume for the additional 100 GB mobile line and a doubling of fiber speed from 600 Mbps to 1 Gbps. For all other converged tariffs, Movistar doubles the data volume from 30 to 60 GB and increases mobile speed to up to 2 Gbps.
These comprehensive innovations underscore Movistar’s commitment to continuously improve customer service and product offerings and to maintain a leading role in the Spanish telecommunications market.
