Business

Understand everything about the “future” of customer service as dreamed up by Xavier Neal

Free Proxy is a undertaking that Xavier Neill (boss of Iliad and Free) has been pushing since 2019 and which needs to revolutionize customer help by providing a service very centered on geographic proximity and responsiveness. Here’s what it is advisable know.

Free Proxy // Source: Free

There is one thing that has by no means been revisited, that has by no means modified in the final 30 or 40 years and that’s customer service. ” It is roughly on this situation that Xavier Neal started his presentation of Free Proxy. The identify just isn’t very authentic, however it nicely replicates the bold undertaking of the founding president of Iliad Group, the dad or mum firm of Free.

In truth, Free Proxy has existed since 2019, however that is the first time that free – cellular operators and ISPs – have devoted an official presentation to the undertaking. Here’s what it is advisable know about it.”Customer service revolution” An initiative that doesn’t disguise its experimental standing, however which prides itself on already acquiring optimistic outcomes.

What is Free Proxy?

Free Proxy is subsequently an optimized customer service. How? “By altering one parameter: Proximity», Xavier Neal explains. In truth, with Free Proxy, the dedication is kind of easy: you clarify your downside to an individual on the phone or by way of message, and this identical particular person can rapidly intervene in your house.

Free proxy groups are educated to be versatile, having the ability to restore technical points, present gear, present industrial help or handle customer accounts. And this goes for each cellular and glued web.

Xavier Neill with Saosen Jelly for presentation of Free Proxy // Source: Friendroid

No must name customer service 5 instances till you get somebody. No must re-explain your downside to completely different folks. No want to attend days for the answer. This is actually the superb world promised by free proxies. But by what?

How does FreeProxi work?

Free Proxy depends on a number of small teams — not more than ten folks per room. Each staff manages a particular geographical space the place it is ready to intervene in a short time in case of an issue. Saucen Gelti, coordinator of the staff managing Paris’ ninth and tenth arrondissements, explains that for him or his colleagues, on this well-served sector, journey time by metro or electrical bike by no means exceeds half-hour.

No Parisianism

But free proxy just isn’t meant to be a privilege of massive cities Xavier Neal indicated, for instance, {that a} group is now primarily based in Nivre, a big division that’s much less densely populated and the place journey points are very completely different from the capital. Conversely, not all Paris decorations are coated but. As a end result, “We do not do ParisianismIliad’s boss mentioned with a smile.

Location of free proxy events // Source: Free

Thus, as of 2019, in France, Free Proxy has 67 native groups in mainland France, and the goal is to extend this quantity to 150 by the finish of 2023 to cowl about 50% of free clients towards 25% as we speak. The firm explains that it has 21 million subscribers (14 million on cellular plans and seven million on landlines). Also, in accordance with a satisfaction survey performed with 18,223 clients between March and April 2022, Free Proxy prides itself on “About 90% happy clients

Finally, Xavier Neal, makes some guarantees of responsiveness:

  • The Free Proxy staff is on the market 7 days every week from 8am to 9pm;
  • The goal is to have the ability to reply remotely inside quarter-hour;
  • and intervening inside 2 hours if a visit is required (inside 24 hours if the request is made late in the day).

How to take benefit of free proxy?

To profit from Free Proxy contributions, two standards should be met: being a free subscriber (cellular or landline) and residing in an space coated by an area group. Customers involved are thus “They are mechanically directed to their native staff once they contact help. There are not any particular duties to carry out and no choice to subscribe

A Free Proxy Advisor in Paris // Source: Free

So there are 3 ways to work together with Free Proxy.

by phone

The contact quantity stays the identical: 3244. If you might be in a geographic space coated by Free Proxy, your name can be mechanically redirected and you can be notified that you’ve got been related to the staff closest to you. On the different hand, nobody will reply throughout this time, you can be invited to depart a voice message to elucidate your downside or request. An advisor ought to get again to you instantly.

However, you’ll be able to specify verbally, if you want, that you can be referred to as again after an hour or that you’ll solely be contacted by message. Local events should take such requests into consideration.

Freebox App – Customer Area

You can even avail Free Proxy by Freebox – Subscriber Area cellular software.

Just go to the help part of the software to seek out the “Contact an Advisor” button The app additionally shows the response time in actual time.

on the web site

As with the app, a go to to your customer space from an online browser on a pc means that you can work together with the free proxy. The process is not any completely different, you will need to go to the help part.

“The Future of Customer Service”

Free Proxy has already introduced collectively 700 folks on everlasting contracts throughout France and this quantity is ready to extend On the different hand, the agency’s spokespersons verify that the initiative just isn’t meant to interchange conventional name facilities which might be important for the customer service and subject groups supplied.

Part of the Free Proxy Batignolles staff in the seventeenth arrondissement of Paris // Source: Friendroid

However, the emphasis is on extra optimized help tailored to every want supplied by Free Proxy. Outreach staff members don’t specialise in a single space. Xavier Neal defined that he wished to keep away from the redundant facet of this sort of work. This makes it doable to fulfill the customer higher by decreasing the quantity of conversations. But businessmen additionally welcomed the cuts.”turnover(Work Rotation). This ensures that staff are long-term and groups are steady.

In the press launch, Xavier Neill permits himself a phrase about the different French operators. “I’ve little question that our rivals will acknowledge the apparent: the future of customer service is free proxies. We would not blame them in the event that they have been impressed by it.


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