How True is VOO’s Love?

We take a close look at VOO’s CRM strategy - Check how they rank against other brands we graded so far

May 4, 2022

VOO is a telecommunication company that offers fixed and mobile services, along with broadband and pay TV. Can you guess how the brand scores when it comes to CRM?

Be Transparent 5/10

For this commandment, we check to see how open a company is about its operations. We discovered that VOO isn’t often in the news. We couldn’t find any news stories or press releases about VOO’s operations. However, on Linkedin VOO announced the deployment of GIGA to enable customers to enjoy ultra-fast connection speeds up to 1Gbps.

As customers continue to demand transparency, companies must make openness a part of their culture. We’d have loved to see the faces behind VOO, updates on product development, or how the company has been innovating to meet the changes in customer behavior. We take off some points for not seeing enough information about VOO’s operations.

Perks and Incentives 10/10

When it comes to freebies, VOO delivers. Rolling out the red carpet, here’s what we found on the company’s website.

NET + TV DUO at half price for 9 months – plus free installation and activation

A free gift for purchasing the SOLO Net Relax package

Various discounts on TV plans
50% discount on 15GB and 30 GB mobile plans and lots more

VOO does a great job of helping customers find plans that fit their budget and save money. VOO gets a perfect 10 here.

Be Relevant 10/10

Providing customers with relevant products and services is a great way to build a relationship with them. Here’s how VOO builds relevance.

Entertain-VOO provides customers with entertainment programs including cinema, sports, and TV shows.
VOObusiness offers self-employed persons and small businesses with telecom solutions to meet their needs.
Business&VOO podcast provides content targeted at freelancers and managers of small businesses.
VOO & VOObusiness launched Mobile Pro 5GB, Mobile Pro 15GB, and Mobile Pro 40GB to give customers more data plans to choose from.

VOO does a great job delivering relevant products and services to customers earning them a 10/10.

Be Helpful 10/10

Doing good is good for business and leads to stronger customer relationships. Let’s see how VOO does here.

VOO partnered with The Standard de Liège in a humanitarian operation to transport and welcome Ukrainian refugees. The company offers free phone calls and SMS to Ukraine for VOO customers to keep families in touch. VOO is definitely supporting its community by giving back. Sadly, we had to scroll through VOO’s social media handles to find out about how the company has been giving back. We suggest VOO makes its philanthropic efforts easy to find by dedicating a section of its website to its give back initiatives.

Realtime personalization 4/10

Logging into VOO’s website, we were able to choose the location we wanted to shop from. We noticed that the homepage and content for each country stayed the same but the language was different.

To test VOO’s realtime capabilities, we spent a lot of time looking at mobile plans and selected a 5GB Mobile plan. Returning to the HP, we didn’t see any change in the content or messaging to reflect our onsite search or browsing behavior. In terms of cross-selling and up-selling techniques, we were shown recommended offers that we found generic.

After leaving VOO’s website, we weren’t targeted with sponsored ads on Facebook or other parts of the internet. In all, we think VOO missed opportunities to deliver realtime personalization. For instance, VOO could have offered a personalized discount or incentive for the mobile plan we took a look at as we were about to leave the website. This could have nudged us to make a purchase. VOO loses a couple of points here for not living up to today’s realtime personalization expectations.

Master UX 5/10

VOO’s homepage user interface experience is decent and categories and subcategories are divided into manageable chunks. So we were able to navigate the website.

We didn’t find the product page very helpful because there was no product description to provide us with information about the items we viewed. VOO has a FAQ section and a community forum called the VOO forum where customers can post their problems and get solutions.

In all, VOO’s website UX performance is below average compared to other sites we’ve analyzed. We recommend that VOO follows UX best practices to improve its website.

Leverage Social Media 6/10

VOO has a presence on social media with more than 5k followers on Instagram, over 52K likes on Facebook, and nearly 5K followers on Twitter.

VOO’s posts on Facebook are a mix of product promotions and information about the company’s partnerships with other organizations.

We’d have like to see the brand use more Facebook features to drive engagement.

On Instagram, VOO’s feed is filled with promotional posts mostly related to its entertainment offerings.

VOO doesn’t post regularly on Twitter. We found one post for the month of April. Before that, the last post was in February.

In all, we think VOO’s social media strategy could use some help. The brand should consider posting regularly on Twitter, being more creative with its posts, and using platform specific features such as polls on Facebook to drive engagement and grow its audience.

Time to check if VOO loves its customers.

Overall, VOO is getting 48/70 here (68%), ranking them #51 on our list. VOO tries to show some love to its customers but needs to fix its realtime personalization, social media strategy, and UX to improve its customer relationship.

We recommend VOO adopts realtime personalized marketing by using customer data to automatically generate personalized communications and offer relevant product recommendations to website visitors. Read more about realtime personalized recommendations here.

We hope VOO uses our CRM improvement tips to deliver realtime 1:1 experience to customers and improve its CRM score.