Free aims to further revolutionize telephony, with this new offer now available everywhere in France.
Free wants to put an end to impersonal telephone platforms and advisors move to the other side of the world. The French operator set its new Proxi offera new local customer service designed to revolutionize BtoC relationships.
In concrete terms, telecom will soon offer not only telephone platforms for customer advice, but also small teams of about ten people in local infrastructures. They can be reached by telephone, e-mail or directly on site. If necessary, they can also go directly to the customer’s residence. The promise is tempting, because behind Free Proxi Xavier Niel hopes to limit the number of interlocutors as much as possible in order to unburden a dissatisfied customer.
Proximity, but not everywhere
At the moment, this initiative, which seems like a good idea, is still in its infancy. 67 teams are already established throughout the territory, covering about 25% of Free subscribers in France. In the medium term, the company hopes to cover twice as much territory and support 11 million subscribers out of the 21 it hopes to amass by the end of 2023.
In addition to large cities, Free Proxi also covers many rural areas, particularly in the Nièvre. With 700 employees across France, the service will be available 7 days a week from 8 a.m. to 9 p.m., promising a response in less than 15 minutes, and within two hours in the case of travel. It remains to be seen whether the operator that already revolutionized mobile telephony a few years ago will be able to repeat its performance for the new customer service benchmark. In the press release, the brand claims to have achieved more than 90% customer satisfaction.