Get going in 4 simple steps
to learn how
to use the app
the "all about Limitless"
how to help
your Vodafone quiz
What's in it for me?
Successfully complete both quizzes
and a few practice questions
and earn your first €10 on the app
For every query you answer on the app
which gets positively reviewed by other Ambassadors
Great. What do I have to do?
You have 2 simple tasks as an Ambassador on Limitless – it’s super easy!
1. RESPOND to questions
In the app, you will find questions from customers. To earn money and points you just need to write a helpful response back. If you are not sure of the answer you can use the Knowledge Library in the app anytime.
Here are the 3 key steps involved in responding to a question on the app:
- Type in your response in the response field.
- Select a response code which best describes the nature of the question.
- To send your answer, you'll see 2 options - 'Respond & keep conversation open' and 'Respond & end conversation' .
- Choose 'Respond and keep conversation open' if you need more information from the customer in order to answer their query effectively. This button enables you to ask the customer a question.
- Choose 'Respond and end conversation' if you can help resolve the customer's query in one single response. Once you choose this option, your answer will also drop into the review pool, for other Ambassadors to review. (You earn money for your answer, if other Ambassadors give positive votes or reviews for your response.)
2. REVIEW responses by other Ambassadors
Reviewing is a key part of being in the Limitless Community. You will see tasks in your app labelled REVIEW. To review you just need to read the response another Ambassador has created and vote on it.
Remember, an Ambassador only gets paid if the review provided by peers is positive, so please review fairly. You would want them to do the same for you.
Super. What else do I need to know?
PASS when in doubt
If you’re unsure how to respond to a question, don’t worry. Select the PASS option and move onto another question.
'Respond and keep conversation open' if you need more information from the customer
If you need more information from a customer in order to create a helpful response, please press the 'Respond and keep conversation open' button.
REPORT if you find it inappropriate
If you see any content that is inappropriate or sensitive information (such as an email, address details, credit card information etc.) from either a customer or an Ambassador, please select REPORT – our team will review the content and remove it from the app.
Do not use the FORWARD button
In the app, you'll see an option called FORWARD. Do not press this button, as it won't do anything.
BUILD ON if you’ve more information to add
While reviewing, if you feel that a response created by another Ambassador needs more information, you can add on to the response during the review process. We call this a BUILD ON. Only BUILD ON if you know that the answer given is inaccurate or incomplete and you have further information that will add value.
Ok, how exactly do I perform a BUILD ON?
You’ll be able to BUILD ON to a response the same way you answer a question – i.e. by typing into the ‘response field’ . When you are doing this, take care not to contradict the response you are building on. You can start the build-on with phrases like "Hi, you may also like to know that…." or "In my experience, I have also found this.......to be very helpful." You can find more information on BUILD ONS in the Knowledge section, once you log into the app.
Remember you can earn money on a BUILD ON too. Other Ambassadors will review all the responses associated with the question, the points and rewards will then be split based on the voting outcome.
What if I am unable to help the customer?
If you find questions that you cannot answer as an Ambassador, simply respond in this format " Thank you for getting in touch. Unfortunately I'm unable to help you with your query. Please contact Vodafone's Contact Centre on ...... You could also leave a query on the website at ........"
Please note that you should only use this template if you feel the query cannot be handled by an Ambassador, and needs a Customer Service agent. If you are unsure about what to do, simply PASS the task.
To summarise, what are my voting options?
- LIKE if you think the response is correct
- DISLIKE if you think the response is not correct
- BEST ANSWER when the response is clearly, unquestionably awesome and can't be improved upon. We use these answers to train new Ambassadors and to improve our online Knowledge Library
Show me an example
Customer Question - Hello, I am super confused about how to set up my voicemail. Please can you help - Julie
Hi Julie, thanks for your enquiry. Voicemail is automatically set up for all customers - you simply dial 171 to access your messages. There are three ways you can activate a voicemail divert, in case you cannot receive calls at the moment:
- Option 1.....
- Option 2.....
- Option 3.....
I hope this helps. Please don't hesitate to get in touch, in case of any further enquiries.
Hi there Julie,
Thanks for getting in touch. I can completely understand your dilemma - it took me a while to figure out how to set up my voicemails. I am sure I can help you with your query.
Voicemail is automatically set up for all customers - you simply dial 171 to access your messages. There are three ways you can activate your voicemail divert, in case you cannot receive calls at the moment:
- Option 1.....
- Option 2.....
- Option 3.....
I hope this helps and you are able to set up your voicemails soon on your phone. Should you require further assistance, please don't hesitate to get in touch. We are always happy to help.
Ok, any tips for creating great responses?
Your goal is to respond to the customer’s query, make them feel valued and show that you care that they have taken the time to get in touch. It's that simple! It’s your personality and brand passion that will really make the difference in your responses. We rely on you to be natural, warm and polite to customers.
Follow the Limitless 5-step approach
STEP 1: Thank the customer for taking the time to contact
STEP 2: Always provide a resolution or a suggestion to their query
STEP 3: Make sure you answer all points if there are multiple questions
STEP 4: If appropriate send links to where useful information can be found online
STEP 5: Personalise the response, make it your own! Share your experience and stories
Use the Knowledge Library
Everything you need to know is in the Knowledge Library - general information and common questions. Make sure you do your research before answering.
Check your spelling & grammar
Remember to do your spelling and grammar checks. A poorly worded response will reflect badly on the brand and ultimately on your customer satisfaction rating.
Make sure you use the Knowledge Library in the app
Once you are in the app, use the Knowledge Library to help answer queries. It is populated with relevant templates to standard queries. Simply type a relevant word into the search bar (for e.g. broadband, account, voice mail etc.) and you'll find relevant links to your question. You can use the templates in the Knowledge area to supplement your responses, but please don't forget to personalise and add your own knowledge and experience of using the service. Customers will appreciate it.
You’re all set to take our ‘All About Limitless’ quiz. Good luck, you've got this!