MWC: Oranges launches 'Expert Assistance'

MWC: Oranges launches 'Expert Assistance'
Orange is to deploy specialist staff in stores along with dedicated IT-style call centres to provide assistance to customers with smartphones under the name 'Expert Assistance'.

Yves Maitre, VP of devices and multimedia at Orange, told Mobile: 'We will have a training force inside shops. They will not sell anything. Their job is to help people with their phones by providing a face to face relationship with customers.

'We will also have dedicated call centres to provide remote assistance. Customers can receive guidance and instructions over the phone or, by installing a small piece of software sent by SMS, Orange staff can take over the device and help them that way. It is similar to the way an IT helpdesk can remotely takeover a PC and solve problems.'

The service will be tailored specifically to individual countries. 'Some stores will have permanent staff,' said Maitre. "But there will also be a force moving from one store to another in smaller cities. We will promote when they are there and customers can book appointments, perhaps via the internet. But is up to individual countries as to how they want to manage this.'

The service will be available as an Orange Care package to smartphone customers or provided on a per call or per act basis. Specific launch timings and pricing structures will be confirmed as the service rolls out in each market.

The service will launch in Q2 of 2010 in the UK, France, Switzerland, UK, Poland, Slovakia, Spain, Romania, Moldova and Belgium.
Written by Mobile Today
Mobile Today


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