Free wants to further revolutionize telephony, with this new offer now available everywhere in France.
Free wants to put an end to impersonal telephone platforms and advisers relocated to the other side of the world. The French operator deployed this week its new Proxi offera new local customer service designed to revolutionize BtoC relations.
Concretely, telecom will soon not only offer telephone platforms for customer advice, but small teams of around ten people located in local infrastructures. They can be contacted by phone, email or directly on site. They can also go directly to the customer’s home if necessary. The promise is enticing, since behind Free Proxi, Xavier Niel hopes to restrict the number of interlocutors as much as possible to take care of a dissatisfied customer.
Proximity, but not everywhere
For the moment, this initiative, which looks like a good idea, is still in its infancy. 67 teams are already established throughout the territory, and cover approximately 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 that the company hopes to gather by the end of 2023.
In addition to large cities, Free Proxi also concerns many rural areas, particularly in Nièvre. With 700 employees throughout France, the service will be available 7 days a week from 8 a.m. to 9 p.m., with the promise of a response in less than 15 minutes, and within two hours in the event of travel. It remains to be seen whether the operator who had already revolutionized mobile telephony a few years ago will be able to repeat his feat by facing the new benchmark in terms of customer service. In its press release, the brand already claims to record more than 90% customer satisfaction.