Orange Launches 'Expert Assistance' - Providing Dedicated and Specialist Assistance to New Smartphone Customers

Barcelona (ots/PRNewswire) -

- The Orange Expert Assistance Service Includes Specialist Customer
Service Representatives Who Will Provide Personalised Care and Support
to Help Smartphone Customers
- As Part of This Dedicated Support, Expert Assistance Will Also Provide
Remote Assistance, Allowing Agents to Connect Over the Network to
Customers' Devices to Solve Issues, Just Like an IT Help Desk
- Expert Assistance, Part of the Orange Care Portfolio of After Sales
Care Services, Revolutionises Customer Care and Support to Ensure That
Customers' Needs are Met and Exceeded Throughout Their Lifetime With
Orange

To enable customers to get the best from their mobile experience
and revolutionise the way customer care and support is delivered to
customers, Orange today launched a new service specifically to help
new smartphone customers. Orange's Expert Assistance(1) service
provides tailored support services 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.

The expert assistance service will be staffed by specialist
customer service representatives who can offer telephone guidance and
answer queries, such as how to set up web and email access, how to
synchronise and back-up a device and how to connect accessories.
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.

Orange experts will also be able to connect directly to a
customer's device - in the same way that IT helpdesks can remotely
control a PC to solve performance issues - offering real-time, hands
on help to customers. Customers are sent an SMS text message,
allowing them to download a small applet to the device. Once this is
accepted by the customer, the Orange Care technician can connect
directly to the device. The Remote Assistance service is being
launched first in France, Poland, Spain, Romania, Moldova and
Slovakia, with other countries to follow.

Olaf Swantee, senior executive vice president of Orange's global
mobile business, comments: "With the rise of the smart phone, the
mobile marketplace has changed. We now have over 30 touchscreen
devices in our portfolio. Orange Care aims to provide support in such
a way that is easiest for the customer. With Expert Assistance and
Remote Assistance, we continue to revolutionise our Orange Care
portfolio of customer care services to ensure that we help our
customers enjoy and get the most from their new mobile internet
experience."

Smartphone devices in Western Europe are expected to reach above
40% of all mobile sales in 2013(2). The Expert Assistance programme
supports this growth and reflects Orange's commitment to deliver
innovative services that ensures all of its customers have access to
the best possible mobile experience.

For more information: http://www.orange.com,
http://www.francetelecom.com, http://www.orange-business.com

(1) The Orange Care Expert Assistance service is an umbrella term
to describe the expert assistance hotline service, which may be
branded under a different name based on local market requirements.

(2) Source: Strategy Analytics Handset Forecasts September 2009

ots Originaltext: Orange
Im Internet recherchierbar: http://www.presseportal.de

Contact:
CONTACT: Georgina Hart:
+44-7730-989-693,georgina.hart@orange-ftgroup.com; Vanessa Clarke:
+44-7891-056-593,vanessa.clarke@orange-ftgroup.com; Heloise
Rothenbuhler:
+33-1-44-44-03-47,heloise.rothenbuhler@orange-ftgroup.com;
Louis-Michel Aymard :+33-1-44-44-61-54,
louismichel.aymard@orange-ftgroup.com