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Orange Call Centre Launches Expert Assistance


Orange is to launch a new ‘Expert Assistance’ (similar to Apple’s genius service) from its call centres staffed by specialist customer service representatives.

The service aims to make a customer’s smartphone experience as easy and enjoyable as possible. This chargeable, dedicated hotline assistance will also include a remote assistance service which allows orange agents to remotely connect to a customer’s device and offer real-time, technical set-up and support.

Customers who are querying how to set up web and email access, how to synchronise and back-up a device and how to connect accessories will be able to get answers from the specialists. Orange continues to offer free and inclusive support to customers through standard customer service centres and the Orange portal. The chargeable Expert Assistance service is opt-in for new smartphone users who would prefer to pay for the convenience and ease of having dedicated support for their smartphone needs.

The service will be available as an Orange Care package to smart phone 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. Launching in Q2 2010, the service will be available in France, Switzerland, UK, Poland, Slovakia, Spain, Romania, Moldova and Belgium.



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