2/16/2010 9:35:00 AM
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